_____ refers to a service provider's efforts to understand a customer's needs and then to provide,as best as possible,individualized service delivery.

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Empathy refers to a service provider's ability to understand and share the feelings of a customer. It involves understanding the customer's needs and providing personalized service delivery to meet those needs. Assurance refers to a service provider's ability to inspire trust and confidence in the customer, intangibility refers to the characteristic of services that cannot be seen, touched, or tasted, and quality refers to the overall excellence of a product or service.

_____ Refers to a Service Provider's Efforts to Understand a Customer's