SERVQUAL Is __________

question 55

Multiple Choice

SERVQUAL is __________.

• A) An instrument to measure employees in a service environment
• B) A questionnaire that can be used to track packages as they cross the United States and the world
• C) A questionnaire that compares the importance and performance of a firm in service quality
• D) An instrument to measure the deviations of quality from the norm on a scale from 1 to 10
• E) None of the above

Recognize the importance and methodology of setting SMART goals for personal and professional development.

Distinguish between terminal and instrumental values and their roles in ethical decision-making.

Grasp the significance of ethical audits, ethics tests, and ethical decision-making frameworks in guiding ethical behavior.

Analyze the stages of moral development according to Kohlberg and their implications for managerial behavior and ethical reasoning.

---

Definitions:

Personal Growth

The process of improving oneself through activities that enhance self-awareness, develop talents, and potential.

Responsibility

The condition or reality of being obligated to manage something or to have authority over an individual.

Decision Making

Decision Making is the cognitive process of selecting a course of action among multiple alternatives.

ERG Theory

A theory of human motivation that categorizes needs into existence, relatedness, and growth, proposing that these needs can be pursued simultaneously.