QSO 310 Homework 4.doc - Name Homework Assignment#4 Chapter...

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Name: Homework Assignment #4Chapter 6: Service QualityMultiple Choice Questions (Service Quality)Select the best answer. The quiz includes one bonus question.1. Which of the following dimensions of service quality is most important to customers?a.Empathyb.Assurancec.Reliabilityd.Tangibles
2. Which of the following is a poka-yoke method?
3. Which one of the following is notan example of detection costs?
4. Which of the following is notpart of a good service guarantee?
5. All of the following are examples of “detection costs” of quality excepta.Quality planningb.Periodic inspection
c.Process controld.Collecting quality data

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