Complete each of the following statements with right sufficient answer (in Blue):

1. The percentage of customers who return for more service is a measure of ...............
2. In the two-dimensional gaps model, the areas of improvements is located in...........because service characteristics there are.........................
3. To convert instable process to stable process, the right action is to.......................
4. ........... represent the core of a firm's capabilities because.............................
5. The heart of QFD is...............................................................