Question: Lana bought a microwave oven from Mortimer. When she reached home, she realized that there was a defect in the piece. She rushed to the

Lana bought a microwave oven from Mortimer. When she reached home, she realized that there was a defect in the piece. She rushed to the store and made a complaint to the sales manager. He immediately noted the complaint and apologized for the inconvenience caused to her. He also assured her that he would replace her product at the earliest. This indicated that the sales manager possessed the service quality of

q,

.

empathy

.

tangibility

.

uniformity

.

responsiveness

Lana bought a microwave oven from Mortimer. When she reached home,

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