Which Service Quality Component Is the Knowledge and Courtesy of Employees

question 112

Multiple Choice

Which service quality component is the knowledge and courtesy of employees and their ability to convey trust?

• A) Reliability
• B) Responsiveness
• C) Assurance
• D) Empathy
• E) Tangibles

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Definitions:

Vertical Integration

The strategy of formally taking control of sources of organizational supply and distribution.

Cause-and-effect Relationships

The principle that every event (cause) leads to an outcome (effect), used to understand and explain patterns and phenomena.

Environmental Uncertainty

The degree to which future states of the environment are unpredictable, impacting an organization's decision-making processes.

Levels of Uncertainty

Different degrees of unpredictability or lack of information about future events or outcomes.