Courtney's mother died of breast cancer,and she is afraid of getting cancer.When she went to get a baseline mammogram,she wanted a facility where the personnel would not think her fears were silly and who would answer all of her questions without making her feel stupid for asking them.By which of the following components of service quality is Courtney most likely to rate the mammogram provider?

Question

Quizplus · Accepted Answer

Courtney's main concern is not just the technical proficiency of the mammogram provider, but also their ability to empathize with her fears and concerns. Therefore, her rating of the service quality is most likely to be influenced by the empathy displayed by the personnel.

Courtney's Mother Died of Breast Cancer,and She Is Afraid of Getting