The Service Dimension That Refers to the Knowledge of and Courtesy

question 53

Multiple Choice

The service dimension that refers to the knowledge of and courtesy by employees and their ability to convey trust and confidence is called:

• A)empathy.
• B)tangibility.
• C)reliability.
• D)responsiveness.
• E)assurance.

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Definitions:

Computer-Mediated Communication

The exchange of messages between two or more people through digital media, such as email, messaging apps, and social networks.

Codability

The ease with which information can be encoded, stored, and recalled in memory, often influenced by the organization and familiarity of the information.

Non-Verbal Channels

Methods of communication that do not involve words, such as body language, gestures, facial expressions, and tone of voice.

Asynchronous

Referring to events that do not occur at the same time or processes that do not operate simultaneously, often used in the context of communication where responses can occur at any time.