_________ is the set of international standards on quality management and quality assurance systems. It establishes processes for assuring that goods and services offered by the company meet a consistent level of quality acceptable to customers.

The best way to identify groups of similar customers is to segment customers on the basis of demographics, lifestyles, and usage behaviors

Indicate whether the statement is true or false

Which of the following is an instrument to measure consumers' perceptions of service quality?

A) total quality management (TQM) B) capacity management C) credence management D) SERVQUAL E) the service continuum