Retailers Reduce Their ________ by Utilizing Mystery Shoppers to Assess

question 49

Multiple Choice

Retailers reduce their ________ by utilizing mystery shoppers to assess service quality.

• A) standards gap
• B) knowledge gap
• C) responsiveness
• D) reliability
• E) tangibility

---

Definitions:

Reliability

The degree to which an assessment tool produces stable and consistent results over multiple measurements.

Validity

The extent to which a concept, conclusion, or measurement is well-founded and corresponds accurately to the real world.

Intelligence

The capacity for learning, understanding, reasoning, problem solving, and adapting to new situations.

Construct Validation

The strategy of establishing the validity of a measure by comparing it with a wide range of other measures.