Perhaps the Best Measure of Service Quality Is

question 24

Multiple Choice

Perhaps the best measure of service quality is:

• A) Customer retention
• B) Low employee turnover
• C) Profitability
• D) Total sales

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Definitions:

Learned Helplessness

A condition in which an individual learns to believe they are powerless and unable to control or change a situation, often resulting from repeated unsuccessful attempts to do so.

Planned Behavior

A theory that suggests human action is guided by behavioral intentions, which are influenced by attitudes, subjective norms, and perceived control.

Illegal Downloading

The act of obtaining files, such as music, movies, or software, from the internet without proper authorization or payment.

Intervention

The act of intervening in a situation or process to improve outcomes or prevent undesirable consequences.