The ability of the service provider and his employees to use their knowledge and courteous behavior to instill trust and confidence in customers regarding the service is referred to as: -

Related MCQs

• ______ dimension of service quality refers to the employees’ knowledge and courtesy and their ability to inspire trust and confidence.
• The ability of the service provider to accurately perform the promised service is referred to as: -
• Successful service companies focus their attention on both their customers and their employees.They understand ___________________, which links service firm profits with employee
• In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
• Service organizations often tend to ignore the feeling of customers when they are kept waiting. —The psychology of waiting lines“ is an article written by David Maister with various principles to provide more insights into ‘waiting‘ for both customers as well as service providers. Which of the following is not true about the principlesof waiting?
• The necessary interaction between service provider and customer that allows a service to be delivered is called
• In planning a service process, a service provider takes all the following important decisions except
• In the absence of a physical product, service providers need to consider the use of______________ that enable customers to make a judgment on the service quality.
• In the absence of a physical product, service providers need to consider the use of ______ that enable customers to make a judgment on the service quality.
• Part of the problem when transforming from full-service to self-service is that businesses tend toforget why customers might prefer using full-service options in the first place. This is consistent withwhich of the following guidelines for increasing customer participation: