A Dimension of Service Quality,the Knowledge and Courtesy of Employees,and

question 72

Multiple Choice

a dimension of service quality,the 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

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Definitions:

Social Roles

The parts individuals play as members of a social group, which meet the expectations, behaviors, and actions that society ascribes to them.

Cumulative Continuity Principle

The idea that personality becomes more stable and unchanging as a person gets older.

Rank-Order Consistency

The degree to which the relative ordering of individuals on a particular trait remains stable over time.

Personality Traits

Enduring characteristics that describe an individual's behavior, temperament, and emotional patterns.