Karen Ordered Four Books from Book Your Choice

question 70

Multiple Choice

Karen ordered four books from Book Your Choice.com. She was informed that her order would be processed in two working days and she would receive the books three days from the date of ordering. The books were promptly delivered on the third day. Karen was immensely satisfied with the service provided by the website. Which customer service characteristic affecting perceptions of service quality is seen in the given scenario?

• A) Instrumental support
• B) Empathy
• C) Tangibility
• D) Reliability
• E) Distributive fairness

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Definitions:

World Policeman

A colloquial term sometimes used to describe a nation (often the United States) taking an active role in enforcing international norms and peace.

Totalitarian Regime

A political system in which the state holds total authority over the society and seeks to control all aspects of public and private life wherever possible.

National Security Agency

A U.S. government agency responsible for global monitoring, collection, and processing of information and data for foreign and domestic intelligence and counterintelligence purposes.

Domestic Telephone Conversations

Phone calls made within a country's borders, as opposed to international calls which cross country lines.