With Respect to the Key Dimensions of Service Quality, _____

question 3

Multiple Choice

With respect to the key dimensions of service quality, _____ refer(s) to the knowledge and courtesy of employees, and their ability to convey trust and confidence.

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

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Definitions:

Rumelhart

Rumelhart is best known for his work in cognitive psychology and artificial intelligence, particularly in the development of the parallel distributed processing framework.

Ortony

Andrew Ortony is a cognitive scientist known for his work in the areas of emotions and cognitive psychology.

Schemata

Cognitive structures that represent organized knowledge about a given concept or type of stimulus, based on past experience.

Brooks

Refers to the work of psychologist Allan Brooks, known for contributions in cognitive psychology, especially in visual and spatial memory.