Final answer:
Empathy is the determinant of service quality that means having the customer's best interests at heart. It entails caring and individualized attention towards customers.
Step-by-step explanation:
The determinant of service quality that involves having the customer's best interests at heart is empathy. Empathy refers to the ability of service providers to provide caring, individualized attention to customers. It reflects the effort and concern shown by the service personnel to understand and address the customers' needs and problems. This dimension of service quality is key in building trust and fostering positive relationships between the service provider and the customer.