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A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers ...

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A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers ...

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality?
A) competence, responsiveness, and reliability
B) competence, courtesy, and security
C) understanding/knowing customer, responsiveness, and reliability
D) communication, courtesy, and credibility
E) communication, responsiveness, and reliability

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Operations Management

Edition: 10^th

Authors: Heizer, Render

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