The SERVQUAL Tool for Assessing Services Quality Was Developed by ________

question 70

Multiple Choice

The SERVQUAL tool for assessing services quality was developed by ________.

• A) Hammer and Champy
• B) Juran, Deming, and Shewhart
• C) Ishikawa and Taguchi
• D) Feigenbaum, Crosby, and Peters
• E) Parasuraman, Zeithamel, and Berry

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Definitions:

Retained Earnings

The portion of net earnings not distributed as dividends but retained by the company to reinvest in its core business or to pay debt.

Treasury Stock

Shares that were once issued and outstanding but were subsequently repurchased by the company, reducing the number of shares on the market.

Organizational Expenses

Costs related to the formation and operation of a business entity, such as legal fees, accounting services, and incorporation fees.

Debit Balance

An accounting term referring to the remaining balance in an account when total debits exceed total credits.