The service dimension called ________ refers to the ability of the firm's employees to convey trust and confidence.
A)assurance
B)reliability
C)responsiveness
D)empathy
E)tangibles

Question

Quizplus · Accepted Answer

Assurance specifically refers to the ability of the firm's employees to convey trust and confidence to customers, which fits the description given in the question. Reliability and responsiveness are also service dimensions, but they do not directly relate to conveying trust and confidence. Empathy and tangibles are also service dimensions, but they focus more on understanding and meeting the customer's needs and providing physical evidence of the service.

The Service Dimension Called ________ Refers to the Ability of the Firm's