Which service-quality dimension refers to the knowledge and courtesy of employees?
A)responsiveness
B)empathy
C)reliability
D)tangibles
E)assurance

Question

Quizplus · Accepted Answer

The service-quality dimension that refers to the knowledge and courtesy of employees is assurance, as it speaks to the level of trust, confidence, and professionalism conveyed by the service provider to the customer.

Which Service-Quality Dimension Refers to the Knowledge and Courtesy of Employees