PSE&G,a Utility Company Located in New Jersey,is Conducting a Service

question 40

Multiple Choice

PSE&G,a utility company located in New Jersey,is conducting a service marketing research study to assess its service performance.It will measure the gaps between customer expectations and perceptions along the five dimensions of service quality.Which of the following types of research should PSE&G use?

• A) Critical incident studies
• B) Requirements research
• C) SERVQUAL surveys
• D) Trailer calls
• E) Customer panels

---

Definitions:

Debits and Credits

Accounting terms used to record changes in accounts, where debits are entries on the left side of an account and credits are entries on the right.

Adjusting Entries

Journal entries made at the end of an accounting period to update accounts for accuracies in preparation for financial reporting.

Closing Entries

Journal entries made at the end of an accounting period to transfer balances from temporary accounts to permanent ones.

End-Of-Period Spreadsheet

A document used in accounting to compile all balance sheet and income statement accounts at the end of a reporting period.