When Customers Feel Uncertain About Their Ability to Evaluate Services

question 42

Multiple Choice

When customers feel uncertain about their ability to evaluate services with high levels of credence qualities such as banking and insurance,the ________ dimension of service quality is likely to be particularly important.

• A) Reliability
• B) Responsiveness
• C) Assurance
• D) Empathy
• E) Tangibles

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Definitions:

Masculine

Characteristics, behaviors, and roles traditionally associated with men and male identity in a given society.

Feminine

Characteristic qualities or behaviors traditionally associated with women, such as gentleness, empathy, and nurturing, though these can vary widely across cultures and individuals.

Extended Self

A concept in consumer behavior that suggests individuals incorporate possessions and associated meanings into their self-concept, viewing them as part of their identity.

Extended Selves

The concept that individuals' possessions and their association with them extend their sense of self and identity.