When Using the SERVQUAL Scale, a Store Focused on Employee

question 89

Multiple Choice

When using the SERVQUAL scale, a store focused on employee willingness to help customers and provide prompt service would likely pay the most attention to the results in the ________ dimension.

• A) creativity
• B) empathy
• C) assurance
• D) responsiveness
• E) reliability

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Definitions:

Extraversion Introversion

Relates to a personality trait spectrum where individuals may either derive energy from social interactions and external activities (extraversion) or from solitary activities and internal contemplation (introversion).

Extraverts

Individuals who are outgoing, socially confident, and thrive on interactions with others in social settings.

Positive Affect

A psychological condition marked by feelings of joy, enthusiasm, and contentment, reflecting a high level of well-being and happiness.

Social Activity

Engaging in activities that involve interaction with others in the society or community.