Every Time Suzanne Took Her Auto in for Servicing, She

Multiple Choice

Every time Suzanne took her auto in for servicing, she was appalled at the appearance of the waiting room. The floor never looked clean. There were stains where previous customers had spilt coffee and soda on the chairs. There were always old newspapers and magazines scattered on the furniture and floor. She often thought that she didn't even want to sit or be in the waiting room. Suzanne is concerned with the repair company's __________.

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