As a Dimension of Service Quality,responsiveness Is

question 98

Multiple Choice

As a dimension of service quality,responsiveness is

• A)the ability to perform the promised service dependably and accurately.
• B)the appearance of physical facilities,equipment,personnel,and communication materials.
• C)the willingness to help customer and provide prompt service.
• D)the knowledge and courtesy of employees and their ability to convey trust and confidence.
• E)caring,individualized attention provided to customers.

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Definitions:

Reflective Planning

A strategic process that involves thoughtful consideration, self-assessment, and revision of plans based on past experiences and future projections.

Normative Decision Model

A framework suggesting that leaders choose how much to involve subordinates in the decision-making process based on situational variables and effectiveness.

Consultation

A process of seeking advice, information, or guidance from someone with expertise in a particular area.

Joint Decision Making

A collaborative process in which two or more parties make a decision together, combining their knowledge, expertise, and preferences to reach a consensus or agreement.