Asked by
Victor Torres
on Dec 15, 2024Verified
The dimension of service quality called ________ is knowledge and courtesy of employees and their ability to convey trust and confidence.
A) assurance
B) sympathy
C) empathy
D) responsiveness
E) reliability
Assurance
A positive declaration intended to give confidence; in business, it often refers to guarantees or warranties offered on products or services.
Service Quality
The degree to which a service meets the expectations of the customer, influencing customer satisfaction and loyalty.
- Identify the different aspects of service quality and their importance in assessing and enhancing the delivery of services.
Verified Answer
KJ
Learning Objectives
- Identify the different aspects of service quality and their importance in assessing and enhancing the delivery of services.
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