In Evaluating the Quality of a Service,which of the Following

question 43

Multiple Choice

In evaluating the quality of a service,which of the following dimensions is most important to customers?

• A)empathy
• B)responsiveness
• C)assurance
• D)reliability
• E)all of the above

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Definitions:

Ethical Intensity

indicates the degree to which an issue or situation is recognized as having ethical implications that affect its stakeholders.

Confirmation Bias

The tendency to search for, interpret, favor, and recall information in a way that confirms one's preexisting beliefs or hypotheses.

Temporal Immediacy

The degree of immediacy or urgency associated with a task or situation, often affecting decision-making processes.

Distributive Justice

The perceived fairness of the allocation of resources, rewards, or outcomes within an organization or society.