The retailer of a grocery store, Carla Bauman visited the facilities of a meat-processing warehouse to access the quality and service of the meat and related processes. Carla was impressed with the cleanliness, hygiene and friendliness of the surroundings and the employees. As she expressed a desire to enter their cold storage, she was pleasantly surprised to be offered warm clothing, as the employees realized she would feel excessively cold in her formal wear. Which service quality determinant is prominent in this instance?

Question

Quizplus · Accepted Answer

Responsiveness concerns the willingness or readiness of employees or professionals to provide service.

The Retailer of a Grocery Store, Carla Bauman Visited the Facilities