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:

Capital Rationing

Capital rationing is a strategy where companies limit or restrict their capital investments due to budgetary constraints.

Total NPV

The sum of the net present values of a series of cash flows, which can indicate the overall net benefit of a series of potential investments or projects.

Maximize

To increase a particular outcome or variable to its highest possible value within a given set of constraints.

NPV

Net Present Value (NPV) is a financial metric that calculates the difference between the present value of cash inflows and outflows over a period of time.