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:

Schemas

Cognitive structures or mental models that help individuals organize and interpret information based on their past experiences and knowledge.

Groupthink

A psychological phenomenon where the desire for harmony in a decision-making group results in an irrational or dysfunctional decision outcome.

Organizational Communication

The process of creating, exchanging, and interpreting messages within a network of interdependent entities.

Approaches

Refers to the different methods or strategies adopted in tackling problems, tasks, or studies in various fields.