Which of the following statements pertaining to the SERVQUAL scale is correct? Options: A . &nbspSERVQUAL compares perceptions to what customers would normally expect B . &nbspSERVQUAL is a 22-item scale C . &nbspSERVQUAL consists of four service quality dimensions D . &nbspSERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services

Which of the following statements pertaining to the SERVQUAL scale is correct?

Question

Which of the following statements pertaining to the SERVQUAL scale is correct?

Options:

A . SERVQUAL compares perceptions to what customers would normally expect

B . SERVQUAL is a 22-item scale

C . SERVQUAL consists of four service quality dimensions

D . SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services

Answer: Option D

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Question 1. Which of the following is not one the five dimensions that is measured by the SERVQUAL SCALE?....

Question 2. How many type of price discriminations are there?....

Question 3. The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the ________ d....the security of the firm's operations is the ________ dimension.

Question 4. __________ is an example of a service where the customer typically goes to the service organization....

Question 5. Research has shown that customers are more likely to choose a self-service channel if they have ____________.....

Question 6. _________ are complaints that are expressed without the expectation that the problem will be solved.....

Question 7. During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the ....result, the recovery effort violated the customer’s ___________ justice need.

Question 8. Perception of Performance- Expectation gives us....

Question 9. The four unique elements to services include:....

Question 10. A change in an individual's behavior prompted by information and experience refers to which one of the following concept....and experience refers to which one of the following concept?

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