9c590836ea-p-934.pdf - 117.This is considered critical as all customers want to deal with services that keep their promises and this is generally

9c590836ea-p-934.pdf - 117.This is considered critical as...

This preview shows page 1 out of 1 page.

117).This is considered critical as all customers want to deal with services that keep theirpromises and this is generally implicitly communicated to the service customers.ResponsivenessThis dimension is defined as “the willingness of the staff to help customers andprovide prompt service” and for the company to succeed they need to look atresponsiveness from the viewpoint of the customer rather than the company’s perspective(Zeithaml et al., 2006, p. 117). Its primary concerned is dealing with the customer’srequests, questions and complaints promptly and attentively. Every business should beresponsive when it communicates to its customers, in able for them to know how long itwould take to get answers or have their problems dealt with.AssuranceThis dimension is defined by Zeithaml et al., (2006) as “the employees’knowledge and courtesy and the service provider’s ability to inspire trust andconfidence”. Trust and confidence may be represented in the staff who links the customerto the organization (Zeithaml et al., 2006).
Background image

You've reached the end of your free preview.

Want to read the whole page?

  • Fall '08
  • STAFF
  • Marketing, Customers, Zeithaml, Zeithaml et al.

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern

Stuck? We have tutors online 24/7 who can help you get unstuck.
A+ icon
Ask Expert Tutors You can ask You can ask You can ask (will expire )
Answers in as fast as 15 minutes
A+ icon
Ask Expert Tutors