When Noella Goes Shopping,she Evaluates Service Quality on the Criterion

question 74

Multiple Choice

When Noella goes shopping,she evaluates service quality on the criterion of reliability,which means that the retailer

• A) maintains a pleasing appearance among personnel,and in materials and facilities.
• B) provides caring,individualized attention.
• C) performs the service as promised,both accurately and on time.
• D) employs knowledgeable and courteous employees who will earn the confidence of customers.
• E) helps customers promptly.

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Definitions:

Turnover

The total sales of a business in a certain period, or the rate at which employees leave a company and are replaced.

Absenteeism

The habitual non-presence of an employee at their job, often without good reason.

Cultural Factor

An element of the social environment that affects individuals' behaviors, values, and perceptions, and can influence business practices and consumer preferences.

Immunity

The ability of an organism to resist harmful microorganisms from entering it, or the protection granted by law to certain officials or entities from legal action or prosecution.