A Recent Consumer Survey Conducted for a Car Dealership Indicates

question 96

Multiple Choice

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be especially concerned with which determinants of service quality?

• A) communication, courtesy, and credibility
• B) competence, courtesy, and security
• C) competence, responsiveness, and reliability
• D) communication, responsiveness, and reliability
• E) understanding/knowing customer, responsiveness, and reliability

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Definitions:

Workers

Individuals engaged in a particular task or activity for wages or salary.

Price Floor

A government- or group-imposed price control or limit on how low a price can be charged for a product.

Equilibrium Price

The cost factor at which the supply side and demand side of goods reach an equilibrium in the market.

Market Surplus

A situation where the quantity of a good or service supplied exceeds the quantity demanded at the current price, often leading to price reductions.