Sandy Needs to Have Her Car Repaired

Multiple Choice

Sandy needs to have her car repaired.She is a member of the American Automobile Association (AAA) and knows that they evaluate car repair shops.Furthermore,the shop she is considering displays the AAA seal of approval.It also is clean and organized.She believes this is a good way to predict the quality of the service she will receive.Sandy bases her opinion of car repair shops on the basis of which service quality dimension?

A) assurance
B) tangibility (tangibles)
C) reliability
D) responsiveness
E) empathy