Multiple Choice
SERVQUAL is __________.
A) An instrument to measure employees in a service environment
B) A questionnaire that can be used to track packages as they cross the United States and the world
C) A questionnaire that compares the importance and performance of a firm in service quality
D) An instrument to measure the deviations of quality from the norm on a scale from 1 to 10
E) None of these
Correct Answer:
Verified
Correct Answer:
Verified
Q2: The shift in focus from services to
Q3: The service sector accounts for _ of
Q4: Caesars has found that customers who are
Q5: An ethical debate exists that doctors should
Q6: Reliability when referring to service quality means
Q7: Intangibility means _.<br>A)A service cannot be seen,
Q8: Most services are not _.<br>A)High in credence
Q9: When a product is produced and consumed
Q10: Investing in customers who fall into the
Q11: Exceeding customer expectations is often referred to