Based on the service-quality model, researchers have identified five determinants of service quality. List and briefly explain each
What will be an ideal response?
The five determinants of service quality are:
1. Reliability: It is the ability to perform the promised service dependably and accurately.
2. Responsiveness: It refers to the willingness to help customers and to provide prompt service.
3. Assurance: It is the knowledge and courtesy of employees and their ability to convey trust and confidence.
4. Empathy: It refers to the provision of caring, individualized attention to customers.
5. Tangibles: It is the appearance of physical facilities, equipment, personnel, and communication materials.
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Operating cash flow is equal to the change in EBIT less the change in interest expense, less the
change in taxes, plus the change in depreciation. Indicate whether the statement is true or false
The ________ is an inventory management technique that minimizes inventory investment by having materials inputs arrive at exactly the time they are needed for production
A) ABC system B) FIFO method C) MRP system D) JIT system