Question: Choose the correct answer ( multiple choice question 1. Federal Express or FedEx declared that it was the only choice when it absolutely, positively has

Choose the correct answer ( multiple choice question

1. Federal Express or FedEx declared that it was the only choice "when it absolutely, positively has to get there overnight"-an overt promise that still resonates today. Keeping up this promise helps in which dimension of SERVQUAL?

a. Empathy

b. Reliability

c. Responsiveness

d. Tangibles

2. Although platinum customers are the most satisfied customers, they are usually the smallest customer segment in the Customer Pyramid hierarchy.

a. True

b. False

3. When it comes to waiting for any services, explained waits are longer than unexplained waits.

a) True

b) False

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