The President of a Fast Growing Company That Manages Retirement

Multiple Choice

The president of a fast growing company that manages retirement communities states that the degree of caring and individual attention the residents receive is the most important component of service quality for his company. The president would be most likely to focus on the results in which of the following dimensions of the SERVQUAL scale?

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