In the Context of Evaluating Service Quality, _____ Refers to the Knowledge

question 57

Multiple Choice

In the context of evaluating service quality, _____ refers to the knowledge and courtesy of employees and their ability to convey trust.

• A)heterogeneity
• B)responsiveness
• C)assurance
• D)tangibility

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Definitions:

Probability

A measure of the likelihood that an event will occur, expressed as a number between 0 and 1, where 1 represents certainty.

Marginal Utility

The additional satisfaction or benefit one receives from consuming one more unit of a good or service.

Value Loss

The decline in the worth or market value of an asset, often due to changes in market demand or damage.

Total Utility

The overall satisfaction or benefit a consumer receives from consuming a particular quantity of a good or service.