Which service quality component is the knowledge and courtesy of employees and their ability to convey trust?
A) reliability
B) responsiveness
C) assurance
D) empathy
E) tangibles

Question

Quizplus · Accepted Answer

This is a description of assurance. Skilled employees treat customers with respect and make customers feel that they can trust the firm to exemplify assurance.

Which Service Quality Component Is the Knowledge and Courtesy of Employees