Professor Guillory Is a Seasoned Professor

question 65

Multiple Choice

Professor Guillory is a seasoned professor. When students seek her out to advise them, she never turns them away because she believes that with all her years of experience, she can help them. The students, in turn, are confident in her and trust her advice. For these students, ________ is the most important of the five service quality dimensions.

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

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Definitions:

American Marketing Association

A professional association for marketing professionals and scholars, aimed at promoting marketing research, education, and practice.

Functional Level

Refers to the specific operation or task-oriented area within an organization, such as marketing, finance, or production, focusing on specialized roles and responsibilities.

Executive Level

A high-ranking position within an organization, typically involved in strategic decision-making and overall company leadership.

Hourly Employees

Hourly employees are workers who are paid for each hour they work, as opposed to receiving a fixed salary regardless of the hours worked.