The Building Blocks of Service Quality Are Reliability, Responsiveness, Assurance

question 91

True/False

The building blocks of service quality are reliability, responsiveness, assurance, empathy, and tangibles.

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Definitions:

Structured Interview

Meeting between a clinician and a client or a client’s associate(s) in which the clinician asks questions that are standardized and are usually designed to determine whether a diagnosis is warranted.

Behavioral Observation

Method for assessing the frequency of a client’s behaviors and the specific situations in which they occur.

Projective Test

Presentation of an ambiguous stimulus, such as an inkblot, to a client, who then projects unconscious motives and issues onto the stimulus in his or her interpretation of its content.

Survey

A method of collecting data from a pre-defined group by asking questions and recording responses, often used in research to gather information on attitudes, opinions, or behaviors.