Stefan is the manager of a Chili's restaurant and requires all employees to either arrive early or stay later to perform a variety of "cleaning" duties around the restaurant.Stefan has a weekly "cleaning schedule" that includes tasks such as dusting the decorations,polishing brass accents,dusting wood surfaces,and cleaning the television screens.Stefan and his employees take pride in the appearance and cleanliness of the restaurant and believes it's a "small" factor that can lead to "big" returns in the way of enhancing their level of service quality.Which service quality variable are Stefan and his staff managing through the implementation of the cleaning schedule?
A)tangibles
B)reliability
C)responsiveness
D)assurances

Question

Stefan is the manager of a Chili's restaurant and requires all employees to either arrive early or stay later to perform a variety of "cleaning" duties around the restaurant.Stefan has a weekly "cleaning schedule" that includes tasks such as dusting the decorations,polishing brass accents,dusting wood surfaces,and cleaning the television screens.Stefan and his employees take pride in the appearance and cleanliness of the restaurant and believes it's a "small" factor that can lead to "big" returns in the way of enhancing their level of service quality.Which service quality variable are Stefan and his staff managing through the implementation of the cleaning schedule? ​
A)​tangibles
B)​reliability
C)​responsiveness
D)​assurances

Quizplus · Accepted Answer

Tangibles refer to the physical aspects of the service environment, such as cleanliness and appearance. By implementing a cleaning schedule and ensuring that the restaurant is well-maintained, Stefan and his staff are managing the tangible aspect of service quality.

Stefan Is the Manager of a Chili's Restaurant and Requires