In evaluating service quality, customers focus on:
A) empathy.
B) responsiveness.
C) assurance.
D) reliability.
E) all of the answer choices
Question 2
When the business service marketer attempts to facilitate the customer's evaluation process, this is in response to:
A) the nonstandardized nature of services.
B) the simultaneous consumption and production of services.
C) perceived determinant attributes.
D) the difficulty in evaluating service quality.
E) an emphasis on equipment/facilities service attributes.
A nurse shows empathy to a client.
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