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    Question

    If customer complaints increase after cost-cutting

    measures, which service dimension is most likely affected?
    A Tangibles Correct Answer Incorrect Answer
    B Empathy Correct Answer Incorrect Answer
    C Reliability Correct Answer Incorrect Answer
    D Responsiveness Correct Answer Incorrect Answer
    E Assurance Correct Answer Incorrect Answer

    Solution

    Cost cutting may reduce service consistency, affecting ability to perform promised service reliably.  Why Other Options Are Incorrect • A: Physical elements. • B: Personal attention. • D: Speed of service only. • E: Knowledge/courtesy.  Banking Example: Delayed transaction processing due to reduced staff.

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