Most Customers Allotted a High Importance Score for the Reliability

question 56

Multiple Choice

Most customers allotted a high importance score for the reliability dimension.This shows that most of the customers give importance to:

• A)the willingness of the employees to provide a prompt service.
• B)the knowledge and the courtesy shown by the employees.
• C)the care and attention provided to them by the employees.
• D)the ability of the employees to provide good service consistently.
• E)the appearance of the hotel and their employees.

---

Definitions:

Fundamental Attribution Error

The tendency to overemphasize personal characteristics and underestimate situational factors when explaining others' behaviors.

Overemphasized

To give too much importance or emphasis to something, potentially skewing perspective or interpretation.

Ignored

The act of deliberately paying no attention or giving no recognition to someone or something.

Kind-hearted

Having a caring, compassionate, and benevolent nature or disposition towards others.