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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An organizational chart should be structured _____________________
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In an activity framework, controlling costs is equivalent to managing activities
Indicate whether the statement is true or false