As a Dimension of Service Quality, Knowledge and Courtesy of Employees

question 153

Multiple Choice

As a dimension of service quality, 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:

Counterproductive Work Behavior

Actions by employees that intentionally hinder organizational or team goals, including sabotage, theft, or spreading rumors.

Social Learning

The process of acquiring behaviors, skills, or attitudes through observation of others.

Cognitive Dissonance

A psychological phenomenon where an individual experiences discomfort from holding two or more conflicting beliefs, values, or attitudes, leading to a change in beliefs or behavior to reduce the discomfort.

Direct Experience

A firsthand involvement or encounter with events or conditions, allowing for the acquisition of knowledge or skills through personal participation.