Multiple Choice
SERVQUAL measures the way customers perceive the quality of the service experiences in which five categories?
A) reliability, sympathy, focus, help, and kindness
B) reliability, responsiveness, assurance, empathy, and tangibles
C) care, speed, focus, kindness, and compensation
D) help, speed, feedback, focus, and care
Correct Answer:
Verified
Correct Answer:
Verified
Q5: Some hotels actually offer an unconditional 100
Q6: If 95 percent of an organization's guests
Q7: SERVQUAL is<br>A) an instrument designed to evaluate
Q8: Measuring what guests think about a guest
Q9: Which evaluation technique is more apt to
Q11: The best evaluators are<br>A) mystery shoppers<br>B) trained
Q12: Job performance standards are<br>A) performance expectations for
Q13: The best time to find out about
Q14: To try to encourage feedback, some companies
Q15: Knowing what has failed not what has