Russell Works for a Cell Phone Provider

question 73

Multiple Choice

Russell works for a cell phone provider. When dealing with customers he always conveys confidence that he can provide the exact assistance they need. Which service quality variable is Russell exhibiting?

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

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Definitions:

Refurbish

Describes the process of cleaning, decorating, and re-equipping something to improve its appearance or functionality.

Maximum Permissible

The highest amount or level of something that is allowed by legal or regulatory standards.

Commercially Impracticable

A legal principle that excuses a party from fulfilling a contract if unforeseen events make it extremely difficult or costly to do so.

Major Reconstruction

Involves significant rebuilding or making extensive repairs to a structure or infrastructure, usually to restore its usability or to improve its functionality.