Multiple Choice
SERVQUAL is
A) a measure of a customer contact person's qualifications.
B) the first test to measure customer contact person's knowledge regarding customer interactions.
C) a 22-item instrument for assessing customer perceptions of the quality of service they receive from an organization.
D) GE's approach to determining bonuses for its sales agents.
E) the investment industries first attempt to rate companies based on the quality of their service.
Correct Answer:
Verified
Correct Answer:
Verified
Q47: Which of the following is NOT a
Q48: Defection indicators would NOT include which of
Q49: Of 100,000 customers who were active in
Q50: The major benefit of the Event History
Q51: Customers realize that if they switch brands,
Q53: Critical incident analysis<br>A)focuses on a consumer's holistic
Q54: Xerox found that customer who rated their
Q55: The customer CRM strategy cycle does NOT
Q56: If an airline sent out 1 million
Q57: SERVQUAL relates to the five dimensions that