________ Is a Measurement Tool That Gauges the Difference Between

question 4

Multiple Choice

________ is a measurement tool that gauges the difference between a customer's expectations of service quality and what actually occurred.

• A)The 80/20 rule
• B)SERVQUAL
• C)A SWOT (Services with Optimal Tools)assessment
• D)A market audit
• E)Break-even analysis

---

Definitions:

Fixed Expenses

Costs that do not change with the level of production or sales over a certain period, such as rent or salaries.

Operating Leverage Factor

A measure that quantifies the proportion of fixed versus variable costs in a company's operating structure, indicating sensitivity to changes in sales volume.

Contribution Margin Ratio

The contribution margin ratio is the percentage of revenue that exceeds total variable costs, indicating how much of the sales revenue is available to cover fixed costs and generate profit.

Sales Dollars

The total revenue generated from the sale of goods or services, expressed in monetary units.