The SERVQUAL Instrument Was Developed by ________

question 6

Multiple Choice

The SERVQUAL instrument was developed by ________.

• A) Juran, Deming, and Shewhart
• B) Ishikawa and Taguchi
• C) Hammer and Champy
• D) Parasuraman, Zeithamel, and Berry
• E) Feigenbaum, Crosby, and Peters

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Definitions:

Robinson-Patman Act

A federal law intended to prevent price discrimination in sales to those who compete with each other, designed to protect small businesses from larger, more powerful companies.

McCarran-Ferguson Act

U.S. federal law enacted in 1945 that allows states to regulate the insurance industry, primarily declaring that state insurance laws supersede most federal regulations.

Antitrust Liability

Legal responsibility incurred due to violating antitrust laws, which aim to promote competition and protect consumers from monopolistic practices.

Trade and Commerce

Activities involving the exchange of goods and services between businesses or entities across geographical boundaries.