A Formal Service Quality Evaluation Process

question 13

Multiple Choice

A formal service quality evaluation process:

• A)measures the gap between service expectations and performance perceptions.
• B)is relatively simple and applicable for all types of services.
• C)is performed exactly the same as it is for goods.
• D)is impossible to quantify if the service is highly intangible.
• E)is most easily done on the buyer's premises.

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