According to the Texas A&M researchers, "responsiveness" was the most important service quality dimension for customers.
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Q39: An organizational crisis is a high-probability, low-impact
Q40: External audits have been called process audits.
Q41: Another name for value-based quality is manufacturing-based
Q42: "Assurance" was identified by Texas A&M researchers
Q43: Companies striving for quality service should follow
Q45: There is a direct trade-off between lower
Q46: Service operations tend to be labor intensive.
Q47: To increase efficiency and eliminate unnecessary steps,
Q48: By definition, empowerment calls for training and
Q49: Because they are intangible, services cannot be
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