Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats, and then neuters, vaccinates, and releases them. The personnel of the nonprofit organization are caring people who love animals and try to do what they can to meet the needs of each cat they care for. The caring nature of the personnel relates to which service quality dimension?

Question

Quizplus · Accepted Answer

Empathy is the dimension of service quality that relates to the caring and individual attention provided to customers. In this scenario, the personnel of Sterile Feral, Inc., are caring people who love animals, and their actions of catching, neutering, vaccinating, and releasing the cats show that they try to meet the needs of each cat they care for, which reflects empathy.