The Ritzy Canine The Ritzy Canine Carriage House Looks Like Several Other Manhattan

The Ritzy Canine
The Ritzy Canine Carriage House looks like several other Manhattan boutique hotels. The lobby features a crystal chandelier, brocade-patterned wallpaper, gold-framed mirrors, and antique chairs. Room service and salon service are available as well as exercise facilities. There is also a masseuse on staff. The Ritzy Canine is a high-end doggy "hotel" and "spa" where dogs are the only guests, and they are lavishly cared for. The $175-a-night Windsor Suite even has a DVD player. Without such extras, a one-day visit will cost $40 to $50, depending on the size of the dog.
-Refer to The Ritzy Canine.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" who have an understanding of the needs of dogs and their owners,they are concerned with the _____ component.

A) reliability
B) responsiveness
C) standardization
D) empathy
E) flexibility