According to Noriaki Kano's classification of customer needs, _____ new or innovative features that customers do not expect in a product or service.
A) satisfiers
B) delighters
C) dissatisfiers
D) essentials

Question

Quizplus · Accepted Answer

According to Noriaki Kano's classification of customer needs, delighters are new or innovative features that customers do not expect in a product or service. Satisfiers refer to features that meet basic customer requirements, dissatisfiers are features that, when absent, cause dissatisfaction, and essentials are features that are expected by customers and will not necessarily increase satisfaction when present.

According to Noriaki Kano's Classification of Customer Needs, _____ New