Professor Guillory Is a Seasoned Professor

Multiple Choice

Professor Guillory is a seasoned professor. When students seek her out to advise them, she never turns them away because she believes that with all her years of experience, she can help them. The students, in turn, are confident in her and trust her advice. For these students, ________ is the most important of the five service quality dimensions.

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