With respect to the key dimensions of service quality, _____ refer(s) to the knowledge and courtesy of employees, and their ability to convey trust and confidence.
A) tangibles
B) responsiveness
C) assurance
D) empathy

Question

Quizplus · Accepted Answer

Assurance refers to the knowledge and courtesy of employees and their ability to convey trust and confidence to customers. Tangibles refer to the physical aspects of the service environment, responsiveness refers to the promptness and willingness of employees to provide service, and empathy refers to the caring and individualized attention given to customers.

With Respect to the Key Dimensions of Service Quality, _____