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QUESTION 13 Think about the dimensions of Service quality to answer questions 13-15 Which of the following is an example of a "Tangible"? 1 mark Employees should be trustworthy Employees are dependable Employees provide their services at the times promised Employees are well-dressedeat QUESTION 14 Which of the following is NOT an example of "Reliability" 1 mark The firm meets their promised time-frames for response Employees are dependable Employees are polite The firm provides their services at the times promised QUESTION 15 Which of the following is NOT an example of EMPATHY as a dimension of quality?: 1 mark Firms should be expected to give each customer individualized attention Employees should be expected to give each customer individualized attention To expect employees to fully understand the needs of the customer Employees should get training from their company