Explain what SERVQUAL is and how it is used in services
What will be an ideal response?
SERVQUAL is a self-report tool used to measure customer satisfaction with service encounters. Valarie Zeithaml and her colleagues developed the instrument. It is based on the premise that customers can evaluate a firm's service quality by comparing their perceptions of its service with their own expectations. The scale contains 21 perception items and a series of expectation items that reflect the five dimensions of service quality. The scale indicates high quality when perceived performance exceeds expectations and low quality when expectations exceed perceived performance. Services can use this tool to understand the level of quality at which customers perceive them and determine which dimensions of service quality would most improve those perceptions.
You might also like to view...
Which of the following is the most effective way at handling audience objections when crafting a sales or marketing message?
A) Emphasize the emotional benefit of the product. B) Identify the objections up front and address as many as you can. C) Craft a personal message that indicates key selling points. D) Analyze the audience to determine why they are interested in the product. E) Make the message unique to the product and the company.
Please (lay, lie) the box of (stationary, stationery) on the secretary's desk
What will be an ideal response?
What does a wireless wide area network use to link computers and electronic devices over long distances?
A) Application programs B) Hotspots C) Access points D) Client-server networks E) Electronic signals
A lease versus purchase analysis should compare the cost of leasing to the cost of owning, assuming that the asset purchased
A. is financed with long-term debt. B. is financed with debt whose maturity matches the term of the lease. C. is financed with a mix of debt and equity based on the firm's target capital structure, i.e., at the WACC. D. is financed with retained earnings. E. is financed with short-term debt.