Which of the Following Is an Instrument to Measure Consumers

question 150

Multiple Choice

Which of the following is an instrument to measure consumers' perceptions of service quality?

• A)total quality management (TQM)
• B)capacity management
• C)credence management
• D)SERVQUAL
• E)the service continuum

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Definitions:

Social-cognitive

pertaining to the use of cognitive processes in understanding social interactions, including the assimilation of social norms and the understanding of other individuals' behaviors.

Reciprocal Determinism

A concept in psychology suggesting that an individual's behavior is both influenced by and influences their personal factors and the environment.

Academic Performance

The extent to which a student, teacher, or institution has achieved their short or long-term educational goals.

Academic Inferiority

A feeling of not being as good as others academically, often resulting from constant comparison and competition.