As a dimension of service quality, the caring, individualized attention provided to customers as a dimension of service quality is referred to as
A) reliability.
B) responsiveness.
C) competence.
D) assurance.
E) empathy.

Question

Quizplus · Accepted Answer

Empathy refers to the caring, individualized attention provided to customers, making them feel valued and understood.

As a Dimension of Service Quality, the Caring, Individualized Attention