Which of the following service quality dimensions refers to employee competency with respect to knowledge and courtesy?
A)service reliability
B)service assurance
C)extended services
D)customer empathy
E)appearance

Question

Quizplus · Accepted Answer

Service assurance refers to the competence and courtesy of employees, as well as their ability to convey trust and confidence to customers. It includes factors such as employee knowledge, helpfulness, and communication skills.

Which of the Following Service Quality Dimensions Refers to Employee