Tangibles, Reliability, Responsiveness, Assurance, and Empathy Are the Five Dimensions

question 6

Multiple Choice

Tangibles, reliability, responsiveness, assurance, and empathy are the five dimensions of service quality used in which of the following?

• A) total quality management (TQM)
• B) SERVQUAL
• C) capacity management
• D) the critical incident technique
• E) the wheel-of-service hypothesis

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Definitions:

Set Point

A theory suggesting that each individual has a genetically determined range of optimal weight and temperature that their body regulates to maintain.

Set Point

A theory suggesting that an individual's body weight and other physiological factors are regulated at a predetermined, or 'set', level by the brain.

Hunger

The physiological need for food, experienced as a compelling sensation prompting individuals to eat.

Metabolic Rate

The rate at which the body consumes energy to maintain basic bodily functions like breathing, circulation, and cell production.