When an employee at Bradbury Resort hears a customer complain,the employee is authorized to take note of the inconvenience caused to the customer.The employee is held personally responsible and must solve the problem.This strategic reaction to customer complaints shows Bradbury Resort's emphasis on _____ as a determinant of service quality.

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Responsiveness concerns the willingness or readiness of employees or professionals to provide service. This example shows that the staffs at Bradbury Resort value the service quality of responsiveness by looking into the complaints made by customers with utmost care.

When an Employee at Bradbury Resort Hears a Customer Complain,the