When It Is Important to Provide Caring, Individualized Attention to Customers

question 81

Multiple Choice

When it is important to provide caring, individualized attention to customers, this represents which dimension of service quality?

• A)reliability
• B)empathy
• C)assurance
• D)tangibility (tangibles)
• E)responsiveness

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Definitions:

Physiologically

refers to the functions and processes that occur within living organisms and their parts.

Behavioral

Relating to or concerning the actions or reactions of a person or animal in response to external or internal stimuli.

Mental Processes

Internal, covert activities of our minds, including thinking, reasoning, and memory.

Psychoanalytic

A psychological theory or technique that emphasizes unconscious mental processes and early childhood experiences.