Feigenbaum, Crosby, and Peters Developed the Survey Instrument Called SERVQUAL

question 94

True/False

Feigenbaum, Crosby, and Peters developed the survey instrument called SERVQUAL.

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Definitions:

Timing

The selection of the precise or opportune moment to perform an action, which can greatly affect the outcome of an event.

Effortful Control

The ability to regulate one's responses, including emotional and attentional self-regulation, particularly through the exertion of willpower.

Exuberance

The quality of being full of energy, excitement, and cheerfulness; a joyful enthusiasm for life.

Temperament

The inherent part of an individual's personality that influences how they react to the world, including their emotional reactivity, intensity, and the speed of recovery from emotional events.