SERVQUAL Measures the Way Customers Perceive the Quality of the Service

question 10

Multiple Choice

SERVQUAL measures the way customers perceive the quality of the service experiences in which five categories?

• A) reliability, sympathy, focus, help, and kindness
• B) reliability, responsiveness, assurance, empathy, and tangibles
• C) care, speed, focus, kindness, and compensation
• D) help, speed, feedback, focus, and care

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Definitions:

Attachment Style

Patterns of emotional bonding and interpersonal relationships, influenced by early life experiences with caregivers.

High Attachment Avoidance

A style of attachment characterized by a reluctance to develop close emotional connections with others, often due to fear of dependency or rejection.

Attachment Style

Patterns of expectation, needs, and behavior in interpersonal relationships, heavily influenced by early relationships with primary caregivers.

Big Five

A model in psychology that describes human personality through five broad dimensions: openness, conscientiousness, extraversion, agreeableness, and neuroticism.