Andrea Arena Is the Owner of 2 Places at 1

Multiple Choice

Andrea Arena is the owner of 2 Places at 1 Time, a concierge company. She and her staff of 60 perform everyday services such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office for people who are too busy to perform these simple acts for themselves. Her regular customers describe her as caring and willing to treat each of the jobs they need done as if it were the most important job she had to perform. In which dimensions of service quality, does Arena excel?

A) assurance and tangibles
B) responsiveness and empathy
C) empathy and credibility
D) reliability and credibility