Tangibles, Reliability, Responsiveness, Assurance, and Empathy Are the Five Dimensions

question 137

Multiple Choice

Tangibles, reliability, responsiveness, assurance, and empathy are the five dimensions of service quality used in which of the following?

• A) total quality management (TQM)
• B) SERVQUAL
• C) gap analysis
• D) the critical incident technique
• E) the wheel-of-service hypothesis

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Definitions:

Treatment

Treatment encompasses the methods and applications used to manage or cure disease, relieve symptoms, or address psychological issues.

Experiment

A scientific procedure undertaken to make a discovery, test a hypothesis, or demonstrate a known fact through controlled investigation.

Control Group

A control group is a baseline group in an experiment that does not receive the experimental treatment, used for comparison against the experimental group.

Specific Treatment

A targeted approach designed to address or remediate a particular condition, disorder, or area of difficulty.