Reliability When Referring to Service Quality Means That _________

question 6

Multiple Choice

Reliability when referring to service quality means that _________.

• A)The service is performed right the first time and every time
• B)The service is variable and has different outcomes due to employee variation
• C)Each time a service is performed the customer is asked about his or her perception of the service quality
• D)The automobile service department should show you the broken parts when they fix your car
• E)None of these

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Definitions:

Controversial

Pertaining to issues or subjects that provoke public disagreement or debate due to differing opinions and beliefs.

Psychic Energy

In psychoanalytic theory, a concept denoting the force or process underlying mental activity and productivity, originally described by Freud.

Aggressive Drive

An innate or developed compulsion that pushes individuals toward hostile or assertive actions to achieve their goals.

Human Nature

The inherent characteristics, feelings, and behavioral traits shared by all humans.