Multiple Choice
The component of a firm's service quality information system that is used specifically to assess employee performance is:
A) solicitation of customer complaints.
B) customer focus group interviews.
C) employee surveys.
D) mystery shopping.
E) total market service quality survey.
Correct Answer:
Verified
Correct Answer:
Verified
Q2: Excellent companies will have the customer's best
Q3: The difference between the quality standards set
Q4: All of the following are part of
Q5: The SERVQUALassessment of a firm's competence,courtesy to
Q6: Minimizing the amount of role conflict and
Q7: Understanding the customer is a critical step
Q8: _ examine(s) the customer'sperspective of a firm's
Q9: The component of a firm's service quality
Q10: All of the following are factors influencing
Q11: Employee willingness to perform and employee-job fit