The Dimension of Service Quality Concerned with Using Knowledgeable,competent,courteous Employees

question 34

Multiple Choice

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

• A)​Reliability
• B)​Responsiveness
• C)​Reasonability
• D)​Assurance

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Definitions:

Observable Responses

Measurable actions or reactions of an organism in response to external or internal stimuli.

Conscious Processes

Mental activities of which an individual is aware, involving perception, thinking, and remembering.

Hindsight Bias

The tendency to believe, after learning an outcome, that we would have foreseen it. (Also known as the I-knew-it-all-along phenomenon.)

Double-Blind Procedure

An experimental procedure in which both the research participants and the research staff are ignorant (blind) about whether the research participants have received the treatment or a placebo. Commonly used in drug-evaluation studies.