_____, one of the components on which customers evaluate service quality, refers to the knowledge and courtesy of employees and their ability to convey trust
a. Empathy
b. Responsiveness
c. Assurance
d. Reliability
ANSWER: c
Assurance is the knowledge and courtesy of employees and their ability to convey trust. Skilled employees, who treat customers with respect and make customers feel that they can trust the firm, exemplify assurance.
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