The scope of customer satisfaction criteria is broader in the ISO 9000:2000 standard than in the Baldrige criteria.
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Q2: The computation of "customer perceived value" (CPV)involves
Q3: Unexpected dissatisfaction occurs when expected quality is
Q4: Expected quality is a measure of what
Q5: Producers should focus on a customer's perception
Q6: The first step in designing a customer
Q8: Failure to identify appropriate quality dimensions has
Q9: The total package of products and services
Q10: According to Kano's classifications,as customers become more
Q11: Customer-contact employees are employees who experience "moments
Q12: Sellers that provide the greatest CPV at
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