At the customer counter of your neighbourhood tire dealer, you overhear the manager tell a customer "Mrs. Jones, you have our word that we can fix your car." This comment increases your belief in the service quality of the organization by communicating ________ to you and Mrs. Jones.

Question

Quizplus · Accepted Answer

The manager's comment of "you have our word" communicates assurance to both the customer and the listener, instilling a sense of trust in the organization's ability to fix the customer's car.

At the Customer Counter of Your Neighbourhood Tire Dealer, You