The reliability dimension of service quality - delivering the service as promised - is often totally within the control of frontline employees.

Question

Quizplus · Accepted Answer

The behavior and actions of frontline employees directly impact the reliability dimension of service quality, as they are responsible for delivering the service as promised to customers. Therefore, it is within their control to ensure that the service is delivered as expected. However, other factors such as technology, systems, and processes also play a role in the reliability of service delivery.

The Reliability Dimension of Service Quality - Delivering the Service