can you please answer both questions #13&14? thank you so much!

?Theterredifferencebetandprodottotalexperience performance quality refers to: a. the difference between customer expectations (for attributes, services functionality, etc.) and product design b. customer satisfaction with the total experience of a product or service. c. the gap between actual performance of a product and customer expectations. d. costs related to meeting customer demands and expectations e. the gap between product design specifications and actual performance of the product. 4. Typically, as prevention and appraisal costs increase, other costs of quality a. are not affected b. change, but the direction cannot be predicted c. decrease. c. increase