The Dimension of Service Quality Called __________ Is the Appearance

question 70

Multiple Choice

The dimension of service quality called __________ is the appearance of physical facilities, equipment, personnel, and communication materials.

• A)assurance
• B)reliability
• C)responsiveness
• D)empathy
• E)tangibility

---

Definitions:

Human Capital

A collection of proficiencies, knowledge, or invisible assets owned by individuals that can be leveraged to bring about economic prosperity for themselves, their work environments, or their community.

Compensating Differential

A difference in wages that compensates workers for undesirable aspects of a job, such as hazardous working conditions or undesirable hours.

Labor Supplied

The sum of hours employees are ready and available to work for a specified pay rate.

Skilled Labor

Workers who have obtained specialized training, education, knowledge, and abilities to perform specific tasks.