Question

A student who is inadequately helped by someone in career services and whose phone calls to the librarian remain unanswered may start to have a negative perception of her school, despite the fact that she has learned a lot in her classes. This is a function of the __________ aspect of services.

a) Tangibility
b) Reliability
c) Responsiveness
d) Assurance

Answer 1

The aspect of services that is causing the negative perception is responsiveness. Correct option is c.

Step-by-step explanation:

The aspect of services that is causing the student to have a negative perception of her school is responsiveness. Responsiveness refers to the willingness of the service provider to help and address the needs of the student in a timely manner.

In this case, the career services and librarian have not adequately responded to the student's requests for assistance. This lack of responsiveness can greatly affect a student's perception of the school, even if they have had positive experiences in their classes.