All of the following are examples of internal measures of service quality for a shipping company except
A) the number of complaints filed by customers
B) the percentage of on-time deliveries
C) the number of damaged boxes
D) the level of empathy displayed by service personnel
Correct Answer:
Verified
Q193: In measuring service quality, tangibles refer to
A)
Q194: In measuring service quality, reliability refers to
A)
Q195: In measuring service quality, responsiveness refers to
A)
Q196: In measuring service quality, empathy refers to
A)
Q197: In measuring service quality, assurance refers to
A)
Q199: The advantage of using internal measures of
Q200: The process of attempting to regain a
Q201: The goal of a service recovery program
Q202: Dissatisfaction and poor service quality are not
Q203: The components of the customer value package
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