Which of the following is NOT true about the SERVQUAL scale?
A) SERVQUAL is not used in connection with gap analysis.
B) The SERVQUAL scale is usually administered in a survey format.
C) Firms often track SERVQUAL scores over time to measure how their service quality has improved.
D) SERVQUAL measures five dimensions of service quality.
E) The SERVQUAL scale remains a popular tool for measuring customer perception of service quality.
A
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Which of the following is (are) Nominal variable(s)?
a. Monthly Sales in a Store b. Bank Account Balance of an individual c. An individual's telephone number d. Air Temperature in the morning e. A Company Stock price
In developing a service blueprint, The Flower Shop has outlined each step in the delivery process of the service it provides. Which characteristic of services is The Flower Shop attempting to minimize?
What will be an ideal response?