Gloria goes to the same bagel shop every morning because the workers there remember her name and know her order. They always make her feel welcome. The employees of this bagel shop excel at which of the following determinants of service quality?
A) reliability
B) responsiveness
C) assurance
D) empathy
E) tangibles

Question

Quizplus · Accepted Answer

The employees of the bagel shop excel at empathy, as they remember Gloria's name and order and make her feel welcome, demonstrating an understanding and concern for her as a customer.

Gloria Goes to the Same Bagel Shop Every Morning Because