With respect to the key dimensions of service quality, _____ refer(s) to the physical facilities and equipment, and the appearance of personnel.
A) responsiveness
B) empathy
C) tangibles
D) reliability

Question

Quizplus · Accepted Answer

Tangibles refer to the physical facilities and equipment, as well as the appearance of personnel. Responsiveness refers to the willingness to help and provide prompt service, empathy refers to understanding and caring for customers' needs, and reliability refers to the ability to provide consistent and dependable service.

With Respect to the Key Dimensions of Service Quality, _____