An employee with an EB-1 visa cannot apply for U.S. citizenship

Gloria goes to the same bagel shop every morning because the workers there remember her name and know her order. They always make her feel welcome. The employees of this bagel shop excel at which of the following determinants of service quality?

A) reliability B) responsiveness C) assurance D) empathy E) tangibles

According to the dynamic process model, two different types of expectations have opposite effects on perceptions of service quality. One of these is that ________

A) increasing customer expectations of what the firm will deliver improve the perceptions of overall service quality B) increasing customer expectations of what the firm will deliver decrease the perceptions of overall service quality C) decreasing customer expectations of what the firm should deliver decrease the perceptions of overall service quality D) decreasing customer expectations of what the firm will deliver improve the perceptions of overall service quality E) increasing customer expectations of what the firm should deliver improve the perceptions of overall service quality