As a Dimension of Service Quality,empathy Is Defined as The

question 25

Multiple Choice

As a dimension of service quality,empathy is defined as the:

• A)believability and honesty of employees.
• B)friendliness of customer contact.
• C)amount of caring,individualized attention the firm provides its customers.
• D)ability to perform the promised service properly the first time.

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Definitions:

Buying

The action or process of acquiring goods or services in exchange for money.

Business Proposition

A value statement that outlines why a customer should buy a product or use a service, essentially defining the purpose and benefits of the business.

Industrial Product

Goods or services sold from one business to another for the production of other goods or services, rather than for direct consumption by the consumer.

Conviction Stage

is a phase in the sales process where the potential customer develops a strong belief in the value and benefits of the product, leading towards a purchase decision.