As a dimension of service quality, the caring, individualized attention provided to customers as a dimension of service quality is referred to as

A) reliability.
B) responsiveness.
C) competence.
D) assurance.
E) empathy.

Empathy

The ability to understand and share the feelings of another individual, often considered a critical skill in effective sales and customer service.

Service Quality

An evaluation of how well a delivered service matches the customer’s expectations.