Final answer:
The service quality dimension focused on getting service right when things go wrong is called reliability. This dimension affects customer trust and loyalty by showing the company's commitment to resolving issues.
Step-by-step explanation:
The service quality dimension that relates to a service's obsession with getting it right when things go wrong is referred to as reliability. Reliability in the context of service quality is the ability of the service provider to perform the promised service dependably and accurately.
When a service fails to meet the customer's expectations, the organization's dedication to resolving issues, correcting mistakes, and providing solutions reflects the reliability dimension of service quality.
This dimension is crucial because it influences customer trust and loyalty, ensuring that even when errors occur, the service provider is committed to effectively addressing and rectifying them, thereby maintaining a high standard of customer service.