The Reliability Dimension of Service Quality - Delivering the Service

question 52

True/False

The reliability dimension of service quality - delivering the service as promised - is often totally within the control of frontline employees.

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Definitions:

Theoretical Framework

A structure of assumptions, principles, and rules that holds together the ideas comprising a broad concept, guiding research by providing a context for understanding findings.

Emancipating/Enhancing/Critical Mode

An approach in research and analysis focused on revealing issues of power, inequality, and enabling critical understanding and transformation.

Technical/Scientific/Collaborative Mode

Approaches or methodologies in research and work that emphasize expertise, empirical evidence, and partnership among stakeholders.

Photovoice

A participatory research method that empowers study participants to capture their environment and experiences through photography as a means of communicating issues, viewpoints, or phenomena.