When Service Quality First Emerged as a Pivotal Competitive Strategy

question 5

Multiple Choice

When service quality first emerged as a pivotal competitive strategy what method did managers use to determine the effect of improved service quality on financial success?

• A) Intuition
• B) Return on service quality (ROSQ)
• C) Trend analysis
• D) Experiential research
• E) Focus groups

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Definitions:

Straight-Line Depreciation

A method of calculating the depreciation of an asset where the expense is evenly allocated over its useful life.

Salvage Value

The estimated resale value of an asset at the end of its useful life.

Cash Transaction

A financial exchange involving the immediate payment of cash for the purchase of goods or services.

Accumulated Depreciation

The cumulative sum of depreciation expense allocated for a physical asset from the time it was first used.