Question

Dunham's Sports is a regional sporting goods superstore chain, with stores located in the Midwestern to Southeastern United States. It wants to assess the quality of the service its sales personnel offer to customers who shop in its stores. Which of the following dimensions that it can use is not specified correctly?

a. Reliability: the willingness of the sales personnel to go above and beyond' in helping customers
b. Assurance: the knowledge and courtesy of the sales personnel and their ability to convey trust and confidence
с. Empathy: the caring, individualized attention the sales personnel provide to customers

Answer 1

Dunham's Sports can assess the quality of service provided by its sales personnel using the dimensions of reliability, assurance, and empathy.

Step-by-step explanation:

Dunham's Sports is a regional sporting goods superstore chain and wants to assess the quality of service provided by its sales personnel. The dimensions they can use to assess the quality of service are:
a. Reliability: This refers to the willingness of sales personnel to go above and beyond in helping customers. For example, if a salesperson offers assistance in finding a specific product or stays late to answer customer questions, they are exhibiting reliability.
b. Assurance: This pertains to the knowledge and courtesy of the sales personnel, as well as their ability to convey trust and confidence. Providing accurate information about products and demonstrating good communication skills are indicators of assurance.
c. Empathy: This represents the caring, individualized attention the sales personnel offer customers. Actions like actively listening to customer concerns, showing understanding, and offering personalized recommendations convey empathy.