Question

Sherry will let only Martiné cut her hair. She has tried other stylists, but she knows from experience that Martiné cuts her hair well every time. For Sherry, ________ is the most important of the five service quality dimensions.

a. tangibles
b. assurance
c. responsiveness
d. empathy

Answer 1

Answer: RELIABILITY

Explanation: The five services of quality service are services must either be:

1.) Tangible

2.) Gives assurance

3.) Responsive

4.) Reliable

5.) Have Empathy

Sherry depends on RELIABILITY for the quality of hair to be done. She takes the quality of hair to be very high, and needs a capable person to do her hair.