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The SERVQUAL Scale Seeks to Describe Perceptions of Service Quality

question 14

Multiple Choice

The SERVQUAL scale seeks to describe perceptions of service quality with five dimensions.This scale is _____.


Definitions:

Innovative Unit

A team or department within an organization specifically tasked with developing new ideas or products.

Organic Structure

identifies a flexible, adaptive organizational design characterized by decentralized decision-making, broad job descriptions, and a network-based communication pattern.

Modular Organization

A flexible organizational structure where functions are divided into modules that can be easily reconfigured or replaced.

Strategic Control

A management process used to monitor the execution of an organization's strategy and make adjustments as necessary.

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