Which of the Following Determinants of Service Quality Involves Politeness

question 62

Multiple Choice

Which of the following determinants of service quality involves politeness, respect, consideration, and friendliness of contact personnel?

• A) reliability
• B) responsiveness
• C) competence
• D) credibility
• E) courtesy

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Definitions:

Conflict Management Style

Conflict management style is the approach or strategy an individual uses to handle disagreements or conflicts with others.

Avoidance

A strategy or behavior aimed at preventing conflict or steering clear of certain situations due to perceived or real threats.

Indirect Conflict Management

A strategy for dealing with conflict that avoids direct confrontation or negotiation, often through the use of intermediaries, delay, or addressing underlying issues indirectly.

Appeals to Common Goals

Strategies in negotiation or communication that highlight shared objectives to foster cooperation.