Which of the Determinants of Service Quality Involves Performing the Service

question 126

Multiple Choice

Which of the determinants of service quality involves performing the service right the first time?

• A) access
• B) courtesy
• C) credibility
• D) reliability
• E) responsiveness

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Definitions:

Performance Criteria

The standards or benchmarks used to assess the quality or success of a task, project, or performance.

Human Capital

The collective skills, knowledge, and expertise that employees contribute to an organization's value.

Productivity

A measure of the efficiency of a person, machine, factory, system, etc., in converting inputs into useful outputs.

Extrinsic Benefits

Advantages or rewards received from an activity that are external to the activity itself, such as money, grades, or recognition.