In the Context of SERVQUAL, _____ Is the Knowledge and Courtesy

question 17

Multiple Choice

In the context of SERVQUAL, _____ is the knowledge and courtesy of service providers and their ability to convey trust and confidence.

• A) responsiveness
• B) reliability
• C) competence
• D) assurance

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Definitions:

Evolution

The process by which different kinds of living organisms are thought to have developed and diversified from earlier forms during the history of the earth.

Cladogram

A diagram that depicts the evolutionary relationships among groups of organisms based on shared characteristics derived from a common ancestor.

Shared Derived Trait

A characteristic that is present in an ancestral species and is shared exclusively by its evolutionary descendants.

HMS Beagle

A British Royal Navy ship on which Charles Darwin made his famous voyage, providing key observations that led to the development of his theory of natural selection.