Feigenbaum, Crosby, and Peters developed the survey instrument called SERVQUAL.
Correct Answer:
Verified
Q34: Guarantees should be designed prior to beginning
Q37: A guarantee outlines the customer's rights.
Q45: Customer rationalization results from agreement between marketing
Q62: Annuity relationship results in the customer providing
Q63: Competence means possession of the required skills
Q65: Tangibles include the physical evidence of the
Q67: To segment markets means to distinguish customers
Q67: Credibility involves consistency of performance and dependability.
Q70: Reliability concerns the willingness or readiness of
Q71: To be effective, a guarantee should be
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