Andrea Arena Is the Owner of 2 Places at 1

question 70

Multiple Choice

Andrea Arena is the owner of 2 Places at 1 Time, a concierge company. She and her staff of 60 perform everyday services such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office for people who are too busy to perform these simple acts for themselves. Her regular customers describe her as caring and willing to treat each of the jobs they need done as if it were the most important job she had to perform. In which dimensions of service quality, does Arena excel?

• A)assurance and tangibles
• B)responsiveness and empathy
• C)empathy and credibility
• D)reliability and credibility

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Definitions:

Maslow's Hierarchy

A theory in psychology proposed by Abraham Maslow that suggests human needs are arranged in a hierarchy, from more basic needs like physical and safety needs, to higher-level needs like self-esteem and self-actualization.

Cognitive Needs

Mental requirements for understanding, exploring, and making sense of the world and oneself.

Cognitive

Relating to mental processes of perception, memory, judgment, and reasoning, as contrasted with emotional and volitional processes.

Maslow's Hierarchy

A theory in psychology proposed by Abraham Maslow, positing a hierarchy of human needs, from basic physiological needs to self-actualization.