As a Dimension of Service Quality, Knowledge and Courtesy of Employees

question 153

Multiple Choice

As a dimension of service quality, knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as

• A)reliability.
• B)responsiveness.
• C)competence.
• D)assurance.
• E)empathy.

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Definitions:

Genetics

Genetics is the branch of biology that deals with heredity and variation in organisms, explaining how traits and characteristics are transmitted from parents to offspring.

Incentive

A thing that motivates or encourages someone to do something, often a reward that induces positive or desired behavior.

External Stimulus

An event or factor outside the body that influences an individual's physiological or psychological response.

Drive-Reduction

A psychological theory that posits the reduction of physiological needs drives behavior, aiming to reduce the state of tension or arousal caused by unmet needs.