The ability of employees to convey trust and confidence to customers is a measure of service quality known as
A) reliability
B) availability
C) assurance
D) empathy

Question

Quizplus · Accepted Answer

Assurance in service quality refers to the employees' ability to inspire trust and confidence in customers, demonstrating that they are knowledgeable and courteous and that they can convey trustworthiness and confidence in their service.

The Ability of Employees to Convey Trust and Confidence to Customers