The Dimension of Responsiveness Used by Customers to Determine Overall

question 95

Multiple Choice

The dimension of responsiveness used by customers to determine overall service quality refers to the:

• A)knowledge of and courtesy used by employees and their ability to convey trust and confidence.
• B)willingness of service providers to help customers and provide prompt service.
• C)ability of service providers to perform a service dependably and accurately.
• D)caring, individualized attention provided to customers by service providers.
• E)appearance of physical facilities, equipment, personnel, and other aspects of services.

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Definitions:

Superiors

Individuals who hold a higher position or rank in an organizational hierarchy.

Functional Departmentation

The process of organizing a company's structure based on specialized functions such as marketing, finance, or human resources.

Sales Reps

Individuals who are employed to sell products and services for a company.

Sales Manager

A professional responsible for directing and overseeing a team of salespeople, setting sales goals, and developing strategies to achieve those goals.