Karen Likes Using the SERVQUAL Scale to Measure Her Clients

Multiple Choice

Karen likes using the SERVQUAL scale to measure her clients' perception of the quality of her hair styling salon because it includes assessing ________, which involves the physical facilities and equipment and professional appearance of the stylists. These aspects are very important for the comfort of her clients.

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