Lana Bought a Microwave Oven from Empress Inc

question 19

Multiple Choice

Lana bought a microwave oven from Empress Inc.When she reached home,she realized that there was a defect in the piece.Subsequently,she returned to the store and made a complaint to the sales manager.He noted the complaint and apologized for the inconvenience.He also assured her that he would replace her product at the earliest.Based on this evidence,it can be concluded that the sales manager possessed the service quality of _____.

• A)empathy
• B)tangibility
• C)uniformity
• D)responsiveness

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Definitions:

Advertising

The action of calling public attention to products, services, needs, etc., especially by paid announcements in print, broadcast, or online media.

Super Bowl

An annual championship game of the National Football League (NFL), widely considered the pinnacle of American football.

Information About Quality

Knowledge or data regarding the characteristics or attributes of a product or service that determine its overall value to a consumer.

Product-Variety Externality

External benefits or costs to society resulting from a variety of products beyond what would be provided by market forces alone.