The Two Parts of the SERVQUAL Survey Are ________

question 57

Multiple Choice

The two parts of the SERVQUAL survey are ________.

• A) customer expectations and customer perceptions
• B) service quality and product quality
• C) product integrity and customer service
• D) services liability and manufacturing liability
• E) service vision and high standards

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Definitions:

Entropy

A measure of disorder or randomness in a system, often associated with the second law of thermodynamics in physics.

Open Systems

A system is open or closed to the degree that it can exchange information and energy with its environment. A more open system can adapt to environmental changes.

Closed Systems

A system is open or closed to the degree that it can exchange information and energy with its environment. A closed system cannot adapt to environmental changes and is more likely to move toward entropy.

Levels

Different stages or degrees in a hierarchy or process.