The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.
A. empathy
B. assurance
C. responsiveness
D. reliability
Which of the following is an example of a pure service?
A. air travel
B. psychotherapy
C. a laptop
D. a restaurant meal
A service results in ownership on the part of the client.
A. 对
B. 错
The quality of services is independent of who provides them.
A. 对
B. 错