All of the following are service components customers use to evaluate service quality EXCEPT:
a. validity.
b. empathy.
c. assurance.
d. responsiveness.
e. reliability.
ANSWER: a
All of the following are service components customers use to evaluate service quality EXCEPT:
a. validity.
b. empathy.
c. assurance.
d. responsiveness.
e. reliability.
ANSWER: a