Russell works for a cell phone provider. When dealing with customers he always conveys confidence that he can provide the exact assistance they need. Which service quality variable is Russell exhibiting?
A) assurance
B) responsiveness
C) empathy
D) reliability

Question

Quizplus · Accepted Answer

Assurance refers to the employees' knowledge and courtesy and their ability to inspire trust and confidence. Russell's behavior of conveying confidence in providing the exact assistance needed is a demonstration of assurance.

Russell Works for a Cell Phone Provider