When it is important to provide caring, individualized attention to customers, this represents which dimension of service quality?
A)reliability
B)empathy
C)assurance
D)tangibility (tangibles)
E)responsiveness

Question

Quizplus · Accepted Answer

Empathy is the dimension of service quality that focuses on providing caring, individualized attention to customers. This includes understanding their needs and concerns and showing a willingness to help and provide personalized service.

When It Is Important to Provide Caring, Individualized Attention to Customers