All of the following are dimensions of Parasuraman, Zeithaml and Berry's (1988) service quality model that can be influenced directly by service employees, except:
A)intangibles
B)reliability
C)assurance
D)empathy
E)responsiveness

Question

Quizplus · Accepted Answer

Intangibles refer to the quality of the service environment, which is not directly influenced by service employees. The other four dimensions (reliability, assurance, empathy, and responsiveness) are directly influenced by service employees through their behavior and interactions with customers.

All of the Following Are Dimensions of Parasuraman, Zeithaml and Berry's