The retailer of a grocery store,Carla Bauman visited the facilities of a meat-processing warehouse to assess the quality and service of the meat and related processes.Carla was impressed with the cleanliness,hygiene and friendliness of the surroundings and the employees.When she expressed a desire to enter their cold storage,she was pleasantly surprised to be offered warm clothing,as the employees realized she would feel excessively cold in her formal wear.Which service quality determinant is prominent in this instance?

Question

Quizplus · Accepted Answer

Responsiveness concerns the willingness or readiness of employees or professionals to provide service. This scenario shows the responsiveness of the employees at the grocery store, when they offered warm clothing to Carla Bauman when she expressed her desire to enter the cold storage.

The Retailer of a Grocery Store,Carla Bauman Visited the Facilities