SERVQUAL measures the way customers perceive the quality of the service experiences in which five categories?
A) reliability, sympathy, focus, help, and kindness
B) reliability, responsiveness, assurance, empathy, and tangibles
C) care, speed, focus, kindness, and compensation
D) help, speed, feedback, focus, and care
Correct Answer:
Verified
Q18: Measuring what guests think about a guest
Q19: In the critical incident technique, the moments
Q20: A major advantage of mystery shoppers is
Q21: The advantage of process strategies is that
Q22: Which of the following is an advantage
Q24: Focus groups are very helpful in
A) providing
Q25: Generally speaking, the parts of the guest
Q26: A primary advantage of management observation for
Q27: SERVQUAL is
A) an instrument designed to evaluate
Q28: The best time for a telephone survey
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