In Measuring Service Quality, Assurance Refers to

In measuring service quality, assurance refers to

A) the ability of the service firm to perform the service promised dependably and accurately
B) the willingness of the firm's staff to help customers and to provide them with prompt service
C) the caring, individualized attention the service firm provides each customer
D) the knowledge and courtesy of the employees and their ability to inspire trust and confidence in the customer toward the service provider