Which of the Following Service Quality Descriptions Would Be Considered

question 20

Multiple Choice

Which of the following service quality descriptions would be considered "World Class"?

• A) It raises the customer's expectations and improves continuously.
• B) It exceeds the customer's expectations and is consistent on many dimensions.
• C) It is less important than cost and is highly variable.
• D) It contributes to service and plays an important role in total service.

---

Definitions:

Investment Banking

The sale of stocks and bonds for corporations.

Discount Rate

The interest rate charged to commercial banks and other financial institutions for loans received from the central bank.

Debit Card

A card that looks like a credit card but works like a check; using it results in a direct, immediate, electronic payment from the cardholder’s checking account to a merchant or third party.