Which of the Following Is an Instrument to Measure Consumers

question 76

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) servicescape

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Definitions:

Systematic Desensitization

A behavioral therapy technique used to reduce phobic responses and anxiety through gradual exposure to the feared object or situation, combined with relaxation exercises.

Flooding Therapy

A form of behavior therapy used to treat phobias and anxiety disorders by exposing the patient to their fear at full intensity.

Skills Training

A process of teaching specific abilities or competencies to improve performance in a particular area.

Behavioral Self-Monitoring

A self-help technique involving the systematic observation and recording of one's own behaviors and responses in order to modify or change undesirable behaviors.