The Dimension of Service Quality Concerned with Using Knowledgeable,competent,courteous Employees

question 34

Multiple Choice

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

• A)​Reliability
• B)​Responsiveness
• C)​Reasonability
• D)​Assurance

---

Definitions:

Cognitive

Relating to mental activities such as thinking, understanding, learning, and remembering.

Behavioral

Pertaining to or concerned with the actions or activities of individuals, often studied to understand their motivations, decision-making processes, and patterns.

Affective

Relating to moods, feelings, and attitudes, often used in psychology and marketing to describe emotional responses.

Reinforcement

In marketing, it refers to strategies aimed at encouraging the repetition of a desired consumer behavior.