Which of the following is NOT one the five dimensions that is measured by the SERVQUAL scale?
A) tangibles
B) employee satisfaction
C) responsiveness
D) assurance
E) empathy
Correct Answer:
Verified
Q11: _ is a short-term,transaction-specific measure.
A)Customer satisfaction
B)Focus group
Q12: When competing firms begin to overpromise in
Q13: All of the following are factors influencing
Q14: Which of the following statements pertaining to
Q15: The firm's overemphasis on cost reduction and
Q17: The difference between the quality standards set
Q18: Minimizing the amount of role conflict and
Q19: The firm's increased research orientation and enhanced
Q20: All of the following statements pertaining to
Q21: The component of a firm's service quality
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