Which Service-Quality Dimension Refers to the Knowledge and Courtesy of Employees

question 63

Multiple Choice

Which service-quality dimension refers to the knowledge and courtesy of employees?

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

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Definitions:

Markup Rate

The percentage added to the cost price of goods to cover overhead and profit.

Markup

The amount added to the cost price of goods to cover overhead and profit.

Rectangular Room

A prism-shaped space with four walls at right angles to each other, typically used to describe a standard room shape.

Circular Rug

A rug in the shape of a circle, often used as a decorative piece in homes.