Brenda Works at a Car Repair Center

Brenda works at a car repair center. On Tuesday she received a call from a distraught long-time customer, Stefan, who needed his car repaired quickly so he could take his son to college. After carefully listening to Stefan, Brenda made sure to address him by name as they worked out a plan. Which aspect of service quality is Brenda using in her response?

A) assurance
B) reliability
C) empathy
D) responsiveness
E) tangibles