SERVQUAL is a 22 item instrument for assessing customer perceptions of service quality.
Correct Answer:
Verified
Q14: The vast majority of CRM effectiveness measures
Q15: Some useful measures of customer acquisition effectiveness
Q16: Company "3E" CRM effectiveness measures consist of
Q17: When using a 5 point rating scale
Q18: Xerox found that customer who rated their
Q20: The acquisition, yield and capture rates are
Q21: The maintenance ration is the cost involved
Q22: Computing share of category is similar to
Q23: Of 100,000 Macy customers active in 2005,
Q24: The survival rate is the number of
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