According to Albrech (1997), the customer value hierarchy presents four levels or attributes (basic, expected, desired, and unexpected), and each o...

According to Albrech (1997), the customer value hierarchy presents four levels or attributes (basic, expected, desired, and unexpected), and each one presents a higher degree of demand in relation to the previous one. Choose the correct alternative with the author's theory:


a. At the level of basic attributes are the essential attributes of the experience, tangible or intangible.
b. At the level of expected attributes are the attributes associated with the experience that the customer has become accustomed to considering as part of the general business practice.
c. At the level of desired attributes are the attributes that the customer does not necessarily expect, but knows and appreciates if the experience includes them.
d. At the level of unexpected attributes are the 'surprise attributes', which add value to the customer beyond their normal desires and expectations.
e. All alternatives are correct.