The five broad dimensions of service quality are ___________.
A) tangibles, reliability, responsiveness, satisfaction, empathy
B) intangibles, reliability, responsiveness, assurance, empathy
C) tangibles, reliability, responsiveness, assurance, empathy
D) tangibles, attributes, responsiveness, assurance, empathy
Correct Answer:
Verified
Q1: Characteristics that customers find hard to evaluate
Q3: Consumers will desire a particular level of
Q5: The service encounter stage involves _.
A) Moments
Q6: In the theater metaphor, the elements include
Q9: The three stages in the consumer decision
Q10: Expectation elements include desired, adequate and predicted
Q11: The key concepts in the pre-purchase stage
Q12: The prepurchase stage begins with _.
A)perceived risk
B)formation
Q12: In high-contact services, it is important to
Q13: Everything else being equal, when customers are
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