When an Employee at Bradbury Resort Hears a Customer Complain,the

Multiple Choice

When an employee at Bradbury Resort hears a customer complain,the employee is authorized to take note of the inconvenience caused to the customer.The employee is held personally responsible and must solve the problem.This strategic reaction to customer complaints shows Bradbury Resort's emphasis on _____ as a determinant of service quality. 

A)  responsiveness
B)  tangibility
C)  reliability
D)  empathy