Andrea Arena is the owner of 2 Places at 1 Time,a concierge company.She and her staff of 60 perform everyday services such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office for people who are too busy to perform these simple acts for themselves.Her regular customers describe her as caring and willing to treat each of the jobs they need done as if it were the most important job she had to perform.In which dimensions of service quality,does Arena excel?
A)reliability and credibility
B)assurance and tangibles
C)responsiveness and empathy
D)empathy and credibility

Question

Quizplus · Accepted Answer

Andrea Arena excels in the dimensions of responsiveness and empathy. Responsiveness is evident in her willingness to perform everyday services for her customers promptly and efficiently. Empathy is evident in the way she treats each job as if it were the most important job she had to perform, showing that she understands her customers' needs and cares about their satisfaction.

Andrea Arena Is the Owner of 2 Places at 1