According to Berry and Parasuraman,which of the following is NOT a guideline for a comprehensive service quality information system?
A)Measure service expectations
B)Emphasize information quantity
C)Capture customers' words
D)Link service performance to business results
E)Reach every employee

Question

Quizplus · Accepted Answer

Berry and Parasuraman's guidelines for a comprehensive service quality information system do not emphasize information quantity, but rather emphasize capturing customer expectations and perceptions, linking service performance to business results, and involving every employee in the service quality improvement process. Therefore, option B is the correct answer as it contradicts the guidelines provided by Berry and Parasuraman.

According to Berry and Parasuraman,which of the Following Is NOT