What do Parasuraman et al. (1991) mean by assurance when he talks of the different dimensions of service quality?

Question

Quizplus · Accepted Answer

Parasuraman et al. (1991) define assurance as a dimension of service quality that includes employee competence (ability to perform the service), courtesy (politeness and respectful behavior), and trustworthiness (ability to convey trust and confidence to the customer). Therefore, all the options given (A, B, and C) are correct. Assurance is about employee competence, courtesy, and trustworthiness.

What Do Parasuraman Et Al