Tina is a customer service representative for an Internet service provider.While dealing with elderly customers,Tina takes extra time and effort in explaining to them how to access the Internet,check emails,and browse the Web.She understands their point of view,and realizes that they may need more explanation than the tech-savvy,younger generation.By doing so,which of the following variables of service quality is being demonstrated by Tina?
A)Associability
B)Tangibles
C)Empathy
D)Substitutability

Question

Quizplus · Accepted Answer

Tina is demonstrating empathy by understanding the needs and limitations of elderly customers and taking extra time and effort to explain things to them. Associability refers to the ability to link the service quality with the brand or company, tangibles refer to the physical appearance of the facilities or equipment used to provide the service, and substitutability refers to the availability of alternative options for the customers. None of these variables are being demonstrated by Tina in this scenario.

Tina Is a Customer Service Representative for an Internet Service