Lilly went to the Yummy Fork for lunch, and when her food arrived, it was not what she ordered. She later posted a negative comment about the Yummy Fork on a blog. Which one of the five service dimensions was used by Lilly to determine she did not like the service by the Yummy Fork?

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BlackTom AI · Accepted Answer

Consider the scenario: Lilly’s experience with the meal was incorrect, and she subsequently posted a negative blog comment about the service. We can map this to the service quality dimensions.
Option 1 – Tangibles: This refers to physical aspects like the appearance of facilities, equipment, and staff, or the presentation of the menu and dining area. While tangibles could influence impressions, Lilly’s negative blog comment is tied to the accuracy of the service outcome, not just the physical surroundings.
Option 2 – Reliability: This is about delivering the promised service accurately and dependably. If Lilly did not receive what she ordered, and the service failed to meet the promised or expected outcome, this dimension is directly implicated. Her complaint centers on the failure to provide what was ordered, which is a reliability issue.
Option 3 – Assurance: This covers the knowledge, skills, and courtesy of employees and their ability to convey trust and confidence. While assurance can affect customer satisfaction, Lilly’s primary concern here is that the delivered order did not match the request, not the staff’s ability to reassure her.
Option 4 – Empathy: This dimension involves caring, individualized attention, and understanding the customer’s needs. Again, empathy would come into play if Lilly felt the staff attentively addressed her problem or showed understanding, but the core service failing was the mismatch in order, not the level of personal attention.
To recap, the central issue is that the service did not meet the promised outcome—receiving the correct order. Among the listed dimensions, reliability is the category that directly captures the failure to deliver the promised service accurately. The other dimensions may influence overall satisfaction, but they are not the primary basis for Lilly’s determination of service quality in this case.

Lilly went to the Yummy Fork for lunch, and when her food arrived, it was not what she ordered. She later posted a negative comment about the Yummy Fork on a blog. Which one of the five service dimensions was used by Lilly to determine she did not like the service by the Yummy Fork?

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