As a Dimension of Service Quality,the Appearance of Physical Facilities,equipment,personnel,and

question 221

Multiple Choice

As a dimension of service quality,the appearance of physical facilities,equipment,personnel,and communication materials as a dimension of service quality is referred to as __________.

• A)communication
• B)responsiveness
• C)competence
• D)tangibility (tangibles)
• E)empathy

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Definitions:

Activity Level

The volume of production or the degree of service activity which directly affects the amount of various costs incurred.

Fixed Cost

An expense that does not change with the level of production or sales over a short period.

Sales Commissions

The payment given to sales employees based on the amount of sales they generate, typically a percentage of the sale price.

Sales Volume

The amount of goods or services a company sells over a certain time frame.