SERVQUAL Analysis ______

question 50

Multiple Choice

SERVQUAL analysis ______.

• A)uses defect rates in the production process to identify gaps between services customers expected to receive and what they actually receive
• B)is a method for doing gap analysis
• C)uses employee absenteeism rates to identify production defects
• D)is a predictive model applied to how target markets can be serviced

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Definitions:

Juan Sánchez Cotán

A Spanish painter renowned for his highly realistic still life paintings, often characterized by a deep exploration of light and form.

Iglesia La Compañía de Jesús

A notable Jesuit church in Quito, Ecuador, renowned for its lavish baroque interior and use of gold leaf.

Cuzco

A city in southeastern Peru, near the Urubamba Valley of the Andes mountain range; it was the historic capital of the Inca Empire.

Retablo

Spanish, “altarpiece.”