Sandy needs to have her car repaired. She is a member of the American Automobile Association (AAA) and knows that the group evaluates car repair shops. Furthermore, the shop she is considering displays the AAA seal of approval. It also is clean and organized. She believes this is a good way to predict the quality of the service she will receive. Sandy bases her opinion of car repair shops on the basis of which service quality dimension?

Question

Quizplus · Accepted Answer

Sandy is basing her opinion on the tangibility of the shop, which includes the physical appearance and environment, as well as any materials or communication used to convey the service. The AAA seal of approval and clean, organized space are tangible cues that make her believe the service will be of high quality.

Sandy Needs to Have Her Car Repaired