Author Question: In the early days of sales, buyers and sellers were not always truthful with each other, and ... (Read 107 times)

charchew · **on:** Jun 28, 2018

In the early days of sales, buyers and sellers were not always truthful with each other, and manipulation was the norm.

Indicate whether the statement is true or false

Question 2

All of the following statements pertaining to the SERVQUAL scale are correct except:
A) when the gap score equals zero, the customer is satisfied.
B) the first section of questions asks respondents to record their experiences with excellent firms in the specific service industry.
C) SERVQUAL consists of five service quality dimensions.
D) SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services.
E) SERVQUAL is a 44-item scale.