At the Customer Counter of Your Neighbourhood Tire Dealer, You

Multiple Choice

At the customer counter of your neighbourhood tire dealer, you overhear the manager tell a customer "Mrs. Jones, you have our word that we can fix your car." This comment increases your belief in the service quality of the organization by communicating ________ to you and Mrs. Jones.

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