1. The term "customer engagement" refers to

	a.	customers involvement in the early design and improvement of products.
	b.	customers investment in or commitment to a brand and product offerings.
	c.	expectations that define the quality of customer contact with an organization.
	d.	strategic alliances of organizations with customers who share common values.

2. According to the gap model, the term _____ reflects the needs and requirements of a customer.

	a.	actual quality
	b.	delighters
	c.	expected quality
	d.	exciters