In the context of evaluating service quality, _____ refers to the knowledge and courtesy of employees and their ability to convey trust.

Question

Quizplus · Accepted Answer

Assurance refers to the knowledge and courtesy of employees and their ability to convey trust to customers. Heterogeneity relates to the inconsistency of service delivery and tangibility refers to the physical appearance of the service environment. Responsiveness pertains to the willingness of employees to provide prompt service.

In the Context of Evaluating Service Quality, _____ Refers to the Knowledge