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.

---

Definitions:

Tax Liability

The aggregate tax liability of an individual, corporation, or any entity to a tax-collecting agency.

SLII

stands for Situational Leadership II, a leadership model that proposes the idea of adjusting leadership style based on the development level of followers.

Corporations

Large business entities recognized by law as a single body, with its own rights and obligations, separate from those of its members.

Low Directive

involves leadership styles that offer less guidance and control, allowing more autonomy and self-direction in team or individual activities.