Of the Five Dimensions of Service Quality, the Ability to Convey

question 48

Multiple Choice

Of the five dimensions of service quality, the ability to convey trust and build a customer's confidence in the quality of a service refers to ________.

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

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Definitions:

Schizophrenia

A mental disorder characterized by abnormal behavior, strange speech, and a decreased ability to understand reality.

Multiple Personality Defense

A controversial legal defense, sometimes associated with Dissociative Identity Disorder, where an individual claims their criminal behavior was due to the actions of an alternate personality.

Personality

The combination of characteristics or qualities that form an individual's distinctive character, influencing how they think, feel, and behave in various situations.

Trait

A characteristic of an individual, describing a habitual way of behaving, thinking, or feeling.