FedEx Developed a 12-Item Statistical Service Quality Indicator to Measure

question 24

Multiple Choice

FedEx developed a 12-item statistical Service Quality Indicator to measure customer satisfaction and service quality.The index is comprised of customer-defined performance standards such as number of missed pick-ups,number of lost packages,and number of late deliveries.Each of the performance standards is weighted based on the relative importance of each standard to customers.By developing a Service Quality Indicator that incorporates customer-defined performance standards,FedEx is closing provider _____ of the gaps model of service quality.

• A) Gap 1
• B) Gap 2
• C) Gap 3
• D) Gap 4

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Definitions:

Income Tax Calculations

The process of determining the tax payable to the government based on earned income, after allowances and deductions are applied.

Outstanding Common Shares

Refers to the total number of shares of a corporation that are currently owned by all its shareholders, including share blocks held by institutional investors and restricted shares.

Deferred Income Tax

Income tax obligations that a company has accrued but not yet paid, appearing on the balance sheet as a liability.

Amortizable Capital Assets

Long-term assets whose cost is gradually expensed over their useful life, such as buildings and equipment.