The Dimension of Service Quality Concerned with Using Knowledgeable,competent,courteous Employees

question 34

Multiple Choice

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

• A)​Reliability
• B)​Responsiveness
• C)​Reasonability
• D)​Assurance

---

Definitions:

Acquisition

The act of gaining possession or knowledge of something.

Unobservable Mental States

Internal psychological conditions, such as thoughts, beliefs, and desires, that cannot be directly observed by others.

Consciousness

The state of being aware of one's own existence, sensations, thoughts, surroundings, and the external world.