p 306 Arnett is looking for a new Web portal to use to access information that

P 306 arnett is looking for a new web portal to use

  • Notes
  • bigbobsnotes
  • 171
  • 89% (64) 57 out of 64 people found this document helpful

This preview shows page 122 - 125 out of 171 pages.

115.(p. 306)Arnett is looking for a new Web portal to use to access information that interests him on the Internet. The one he currently uses is too cluttered with ads and has several links that do not work. While the site itself works fine, he is unhappy with its appearance and the fact that the company managing the site has done nothing to upgrade it. In terms of the service quality dimensions, Arnett is most unhappy with which dimension of this service? A. AssuranceB.TangiblesC. ReliabilityD. ResponsivenessE. EmpathyTangibles has to do with the appearance of the physical facilities, equipment, and personnel.AACSB: 3LL: 3Learning Objective: 12-03 Explain how consumers purchase and evaluate services12-122
Background image
Chapter 12 - Services Marketing116.(p. 306)The dimension of service quality called __________ is the ability to perform the promised service dependably and accurately. Consumers assess their expectations and experiences on five dimensions of service quality--reliability, tangibles, responsiveness, assurance, and empathy. Reliability is the ability to perform the promised service dependably and accurately.AACSB: 3LL: 2Learning Objective: 12-03 Explain how consumers purchase and evaluate services117.(p. 306)The dimension of service quality called __________ is knowledge and courtesy of employees and their ability to convey trust and confidence. Consumers assess their expectations and experiences on five dimensions of service quality--reliability, tangibles, responsiveness, assurance, and empathy. Assurance is a dimension of service quality, which consists of knowledge and courtesy of employees and their ability to convey trust and confidence.AACSB: 3LL: 2Learning Objective: 12-03 Explain how consumers purchase and evaluate services12-123
Background image
Chapter 12 - Services Marketing118.(p. 306)The dimension of service quality called __________ is caring, and individualized attention provided to customers. Consumers assess their expectations and experiences on five dimensions of service quality--reliability, tangibles, responsiveness, assurance, and empathy. Empathy is caring, individualized attention provided to customers.AACSB: 3LL: 2Learning Objective: 12-03 Explain how consumers purchase and evaluate services
Background image
Image of page 125

You've reached the end of your free preview.

Want to read all 171 pages?

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

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