Which of the Following Statements About Service Quality Is True

question 69

Multiple Choice

Which of the following statements about service quality is true?

• A) A firm may not even realize that it us delivering poor-quality service due to differences in the way managers and consumers view acceptable quality levels.
• B) Once determined, a service provider's definition of what constitutes good service does not change.
• C) Both management and customers determine the value of service quality based on preset standards and not on actual performance.
• D) When poor service is provided, both the service provider and the customer are well aware of the unacceptable level of quality.

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Definitions:

Economic Factor

Any factor that relates to the economy and has an influence on financial matters, such as employment rates, inflation, or consumer spending patterns.

Extra Supports

Methods or resources provided to individuals or groups to help them overcome challenges and succeed.

Community

A group of people living in the same place or having a particular characteristic in common, often sharing a sense of belonging or mutual support.

Motivated

Having a strong desire or willingness to do something or achieve a particular goal.