This Approach to Service Quality Measurement Is Based on the Difference

question 23

Multiple Choice

This approach to service quality measurement is based on the difference between what is expected from a service and what is delivered, as perceived by the customer. SERVPERF is the standard measurement technique.This is called:_______________.

• A) importance performance
• B) disconfirmation
• C) service level
• D) performance measure

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Definitions:

Unadjusted Cost Of Goods Sold

The initial recording of all costs associated with the goods sold by a company before any adjustments for returns, allowances, or discounts.

Job-Order Costing

An accounting method used to track costs and evaluate the profitability of individual jobs or batches.

Work In Process

Inventory items that are in the middle of the manufacturing process and are not yet completed products.

Finished Goods

Products that have completed the manufacturing process but have not yet been sold or distributed to end-users.