Which of the following variables of service quality best represents the service provider's understanding of the customer's needs?
a. Tangibles
b. Assurances
c. Empathy
d. Reliability
Answer: c. Empathy
Which of the following variables of service quality best represents the service provider's understanding of the customer's needs?
a. Tangibles
b. Assurances
c. Empathy
d. Reliability
Answer: c. Empathy