ASQ
CSSGB · Question #179
CSSGB Question #179: Real Exam Question with Answer & Explanation
The correct answer is A. II, I, IV, III. There is a hierarchy of customer expectations in regard to product or service quality. It is similar in nature to Maslow's hierarchy of needs. The hierarchy of customer expectations follow the stages of basic (II), expected (I), desired (IV) and unanticipated (III). Only answer a
Question
Customer expectations follow which hierarchy of needs, from low to high?
Options
- AII, I, IV, III
- BIII, I, II, IV
- CIV, II, I, III
- DI, II, III, IV
- IExpected
Explanation
There is a hierarchy of customer expectations in regard to product or service quality. It is similar in nature to Maslow's hierarchy of needs. The hierarchy of customer expectations follow the stages of basic (II), expected (I), desired (IV) and unanticipated (III). Only answer a starts with II, and continues with the correct sequence.
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