There Are Five Dimensions That Customers Use to Judge Service

question 21

Multiple Choice

There are five dimensions that customers use to judge service quality. The willingness to help customers and to provide prompt service is ________.

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

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Definitions:

Elaboration

The process of adding more detail or information to something, often to clarify or enhance understanding.

Short-Term Memory

The capacity for holding, but not manipulating, a small amount of information in an active, readily available state for a short period of time.

George Miller

A cognitive psychologist best known for his work on the capacity of human memory and the theory that short-term memory is limited to about seven items.

Cowan

A surname of likely British origin, but without a clear definition of its significance in a specific field without further context.