Table 10-3
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​ -Refer to Table 10-3

question 134

Multiple Choice

Table 10-3
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​
$$\begin{array} { | c | c | c | c | } \hline \begin{array} { c } \text { Quantity } \\\text { (Units) }\end{array} & \begin{array} { c } \text { Private Value } \\\text { (Dollars) }\end{array} & \begin{array} { c } \text { Private Cost } \\\text { (Dollars) }\end{array} & \begin{array} { c } \text { External Benefit } \\\text { (Dollars) }\end{array} \\\hline 1 & 22 & 12 & 10 \\\hline 2 & 20 & 15 & 10 \\\hline 3 & 18 & 18 & 10 \\\hline 4 & 16 & 21 & 10 \\\hline 5 & 14 & 24 & 10 \\\hline 6 & 12 & 27 & 10 \\\hline\end{array}$$
-Refer to Table 10-3. The table represents a market in which

• A)there is no externality.
• B)there is a positive externality.
• C)there is a negative externality.
• D)The answer cannot be determined from inspection of the table.

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Definitions:

Responsiveness

The speed and quality of a response to customer inquiries, complaints, or needs, reflecting a company's customer service level.

Service Quality

The assessment of how well a delivered service matches customer expectations, often used as a key performance metric in service industries.

Voice-of-customer

A term used to describe the process of capturing customers' preferences, experiences, needs, and expectations.

Quality Gap Analysis

An assessment method used to identify the difference between the perceived quality of products/services and the expected quality by customers.