A formal service quality evaluation process: Multiple Choice measures the gap between service expectations and performance perceptions. is relatively simple and applicable for all types of services. is performed exactly the same as it is for goods. ( ) is impossible to quantify if the service is highly intangible. is most easily done on the buyer's premises. Some estimates place the total costs of quality to be: Multiple Choice O insignificant to the cost of the final product. 10-20 percent of the final product cost. 20-30 percent of the final product cost. 30-40 percent of the final product cost. 40-50 percent of the final product cost. Process variation that are intrinsic to the process are: Multiple Choice common, nonassignable causes of variation. special or assignable causes of variation. prevention costs. internal failure costs. external failure costs. A formal service quality evaluation process: Multiple Choice measures the gap between service expectations and performance perceptions. is relatively simple and applicable for all types of services. is performed exactly the same as it is for goods. ( ) is impossible to quantify if the service is highly intangible. is most easily done on the buyer's premises