Multiple Choice
The component of a firm's service quality information system that assesses the firm's and competitor's service quality ratings 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
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
Q10: All of the following are factors influencing
Q11: Employee willingness to perform and employee-job fit
Q12: List the five dimensions of service quality.Which
Q13: The SERVQUAL dimension that is typically noted
Q14: The distance between a customer's expectations of