SERVQUAL Is an Example of a ____________ Measure of Service

question 1

Multiple Choice

SERVQUAL is an example of a ____________ measure of service quality.

• A)hard
• B)soft
• C)sophisticated
• D)None of the above

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Definitions:

Positive Inequity

A situation in which an individual perceives that they are receiving more from a relationship or exchange than they are contributing, potentially leading to feelings of guilt or obligation.

Content Theories

Theories that explore the specific factors that motivate individuals at work, focusing on individual needs and desires.

Motivation

The inner drive or process that activates, guides, and maintains behavior towards achieving goals.

Expectancy Theory

A motivational theory suggesting that an individual's motivation is based on their expectations regarding outcomes of specific behaviors.