Manag., July-2016-Q24

0. Which one of the following explains “the knowledge and courtesy of employees and their ability to convey trust and confidence”?

Answer
Comment
Array

Option : D
Explanation : According to Zeithaml and colleagues, there are five dimensions of service:
1. Tangibles: Appearance of physical facilities, equipment, personnel and communication materials.
2. Reliability: Ability to perform the promised service dependably and accurately.
3. Responsiveness: Willingness to help customers and provide prompt service.
4. Assurances: Knowledge and courtesy of employees and their ability to convey trust and confidence.
5. Empathy: Caring, individualized attention provided to customers.

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