Carla,the owner of a retail meat store,visited the facilities of a meat-processing warehouse to assess the quality and service of the meat and related processes.When she expressed a desire to enter their cold storage,she was pleasantly surprised to be offered warm clothing,as the employees realized she would feel excessively cold in her formal wear.Also,the warehouse was willing to offer customized meat cuts.Which service quality determinant is prominent in this scenario?

Question

Quizplus · Accepted Answer

The prominent service quality determinant in this scenario is responsiveness, as the employees exhibited a willingness to go out of their way to provide warm clothing to Carla and to offer customized meat cuts. This shows that they are responsive to customers' individual needs and requests, which is a core aspect of good service quality. The other service quality determinants such as assurance, tangibility, and reliability are not as relevant in this scenario.

Carla,the Owner of a Retail Meat Store,visited the Facilities of a Meat-Processing