This measures satisfaction proportionate to the performance of the product.

_____________is generated because the customer received some feature or attribute that they did not expect or think of.

Basic quality is also called _______________.

Feedback enables customer to_________.

The following are ways on collecting feedback, except ___________.

One of the service attributes which states that the customer contact person should pay attention to the body language of the customers and should be also be able to read their requirements.

One of the service attributes which states that the organization should feel obliged that the customer has visited them with an enquiry.

While the proposals are being submitted, the organization should feel responsible for successfully accomplishing the proposal if accepted by the customer.

____________is not a one-time effort, it is an ongoing and active probing of the customer’s mind.

It is believed that about 5 to 10 per cent of the employees are self-motivated and whatever be the circumstance in the organization, they continue to do their best. They never get demotivated, even if there are demotivating factors in the organization.

The bottom 5 to 10 per cent are the _____________ people who do not want to get motivated. However, 80 to 90 per cent of the people are fence sitters. Their motivation levels depend on management strategies.

__________their motivation levels depend on management strategies. They join the top 10 per cent, if management is effective; otherwise, they join the bottom 10 per cent.

This theory characterizes employees as those who avoid work, no ambition, no initiative, do not take responsibility and needs security.

This theory was advocated by Abraham Maslow. He believes that five basic human needs motivate the employees.

This theory characterizes employees as those who want to learn, work is a natural activity, have self-discipline and develop themselves.

He is the author of Theory Y.

______________ is the minimum that every employee requires for not being dissatisfied.

Which of the following is the result of giving feedback to employees?

Motivation factors include the following, except _______________.

The following are the results of win loss situation, except ____________.

The following are the benefits if people work for a win-win situation, except__________.

____________ means communicating with seniors.

___________ refers to the teaching and learning activities carried on for the primary purpose of helping members of an organization acquire and apply the knowledge, skills, abilities, and attitudes needed by a particular job and organization.

_____________ is an employee training system under which a senior or more experienced individual (the mentor) is assigned to act as an advisor, counselor, or guide to a junior or trainee.

Each service offering is different is true in the case of services and usually not true in the case of manufacturing operation.

Measuring customer satisfaction in service industry is easy.

The most important requirement for success in any industry is to understand the psychology of the customers.

Kano Model was developed by Dr. Nuriaki Kano.

Customer satisfaction is subjective; therefore, it is hard to measure.