With respect to the key dimensions of service quality, the willingness to schedule deliveries at the customer's convenience is an example of _____.
A) empathy
B) reliability
C) tangibles
D) assurance

Question

Quizplus · Accepted Answer

Empathy in service quality refers to the firm's ability to provide caring, individualized attention to its customers, which includes accommodating their preferences and needs, such as scheduling deliveries at their convenience.

With Respect to the Key Dimensions of Service Quality, the Willingness