As a Dimension of Service Quality, Knowledge and Courtesy of Employees

question 153

Multiple Choice

As a dimension of service quality, knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as

• A)reliability.
• B)responsiveness.
• C)competence.
• D)assurance.
• E)empathy.

---

Definitions:

Disruptive Behaviors

Behaviors that interrupt or negatively impact the normal flow of activities or environment, often viewed in contexts like classrooms or workplaces.

Structural Functionalism

An approach within sociology that considers society to be a sophisticated system with various elements cooperating to ensure unity and maintain balance.

Abstract Societies

These are theoretical societies used in sociological research to analyze social behaviors and structures beyond specific cultural and historical contexts.

Consensus-Oriented

Describes decision-making processes or systems that prioritize achieving general agreement or broad support among all members of a group.