Return on Service Quality (ROSQ)

question 31

Multiple Choice

Return on service quality (ROSQ) :

• A) Is based on the assumption that it is impossible to spend too much money on quality
• B) Replaces intuition as a guide for service quality investments
• C) Is an intuitive approach to determining whether a company should implement specific service quality strategies
• D) Is based on the assumption that all quality expenditures are valid
• E) Is accurately described by all of the above

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Definitions:

Standard Deviation

An indicator of the range or spread of a group of numbers.

Mean

The average of a set of numbers, calculated by adding all values together and dividing by the number of values, a central measure of location in statistics.

Continuous Random Variable

A random variable that can take any value in a continuum or uncountable range.

P(x > a)

The probability that a random variable x will take a value greater than a specified number a.