The president of a fast growing company that manages retirement communities states that the degree of caring and individual attention the residents receive is the most important component of service quality for his company. The president would be most likely to focus on the results in which of the following dimensions of the SERVQUAL scale?

Question

Quizplus · Accepted Answer

Empathy refers to the degree to which the company provides caring and individual attention to its customers. Therefore, the president's focus on this component indicates that empathy is the most important dimension of service quality for his company.

The President of a Fast Growing Company That Manages Retirement