When Using the SERVQUAL Scale, a Store Focused on Employee

question 89

Multiple Choice

When using the SERVQUAL scale, a store focused on employee willingness to help customers and provide prompt service would likely pay the most attention to the results in the ________ dimension.

• A) creativity
• B) empathy
• C) assurance
• D) responsiveness
• E) reliability

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Definitions:

Judgmental Question

A question that requires the evaluator to use personal assessments or opinions in their response.

Ambiguous

Something that can be understood in more than one way or does not have a clear or definitive meaning or interpretation.

Nonmutually Exclusive

Events or conditions that can occur simultaneously or independently within the same context or framework.

Semantic Differential Scale

A type of survey scale used to measure the connotative meaning or attitudes of people towards a target object by presenting them with a set of bipolar adjectives.