There Are Five Elements That Affect Customers' Perceptions of Service

question 5

Multiple Choice

There are five elements that affect customers' perceptions of service quality. They are reliability, appearance of the tangibles, responsiveness, assurance, and

• A) credibility.
• B) experience within industry.
• C) responsibility.
• D) employee empathy.
• E) product knowledge.

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Definitions:

Government Intervention

Actions undertaken by a government to influence or directly manage the economy, which can include regulations, subsidies, tariffs, and public services.

Redemption Program

A redemption program is a scheme where points, coupons, or other types of credit are exchanged for goods, services, or a monetary reward.

Unredeemed Containers

Items such as bottles or cans that are not returned for a deposit, often creating recycling or waste management challenges.

Fee Increase

An adjustment that results in the rise of charges or fees for services or goods.