Question: There are five elements that affect customers perceptions of service quality. They are reliability, tangibles , responsiveness, assurance, and which of the following? a .

There are five elements that affect customers perceptions of service quality. They are reliability, tangibles, responsiveness, assurance, and which of the following?
a. Responsibility
b. Product knowledge
c. Employee empathy
d. Credibility
e. Experience within industry

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