five variables service quality

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five variables service quality

Identify the five variables of service quality and discuss how a small business can use each variable to create a competitive advantage over competitors.


The five variables are: 

  1. Tabgibles, or physical evidence. A tidy office and clean uniforms are examples. 
  2. Reliability, or consistency of performance and dependability. “The right technology. Right away,” Assert software solutions provider CDW
  3. Responsiveness, or the readiness to serve. ” Citi never sleep,” say the ads for the banking giant.
  4. Assurance, or the confidence communicated by the service provider. ” Let your worries go,” reassures Northwestern Mutual, an investment and insurance firm.
  5. Empathy, which shows the service provider understands customers’ needs and is rasdy to fulfill them. “Clear your mind/ Relax your soul,” says Hotel Nikko San Francisco. 

APA formatting for any citations. 

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