A Review of Two Decades of Studies Examining the Links

question 30

Multiple Choice

A review of two decades of studies examining the links among customer satisfaction,service quality and firm performance concluded that improvements in customer satisfaction have _________ impact on firms' financial performance.

• A) A significant and positive
• B) Absolutely no
• C) A small negative
• D) An undetermined
• E) A large negative

---

Definitions:

Amortization

The process of gradually writing off the initial cost of an intangible asset over its useful life.

Interest Expense

This is the cost incurred by an entity for borrowed funds over a period of time.

Bondholder Claims

The rights that bondholders have to the issuer's assets and income, usually in the form of interest payments and the return of principal at maturity.

Corporation Assets

Corporation assets are all owned resources of a corporation, including tangible and intangible items, that have value and can be used to produce goods or services.