The Ritzy Canine Carriage House is a doggy hotel. The lobby features a crystal chandelier, brocade-patterned wallpaper, gold-framed mirrors, and antique chairs. Research has shown that consumers evaluate service quality on five components. When customers rate the people who supervise the dog activities as being "dog people" and having an understanding of the needs of dogs and their owners, which component are they concerned with?

Question

Quizplus · Accepted Answer

The customers' concern for the people who supervise the dog activities being "dog people" and understanding the needs of dogs and their owners falls under the component of empathy, which is the ability to provide caring and personalized attention to the customer's needs.

The Ritzy Canine Carriage House Is a Doggy Hotel