Which Service-Quality Dimension Refers to the Knowledge and Courtesy of Employees

question 63

Multiple Choice

Which service-quality dimension refers to the knowledge and courtesy of employees?

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

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Definitions:

One-Time Incentives

Financial or other rewards given on a single occasion to motivate or reward certain behavior, often used in a business context.

Merit Pay

A system of linking pay increases to ratings on performance appraisals.

Team-Oriented

An approach or characteristic of individuals who prefer working collaboratively with others towards common goals rather than independently.

Incentive Pay

Forms of pay linked to an employee's performance as an individual, group member, or organization member.