Garth’s Tire Service provides each employee with a clean, sharp-looking uniform. It also instructs employees to put all tools back where they belong and keep the work area clean and uncluttered. Garth’s Tire Service emphasizes ________ in the five service quality dimensions.

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BlackTom AI · Accepted Answer

To analyze which service quality dimension is being emphasized, let's look at what the scenario describes and compare it to the five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
Option 1: assurance. This dimension refers to the knowledge and courtesy of employees and their ability to convey trust and confidence. The scenario mentions uniforms, cleanliness, and organized tools, which are not about interpersonal trust or expertise, so this option seems misplaced.
Option 2: reliability. This dimension concerns the ability to perform the promised service dependably and accurately. While keeping the workspace clean and returning tools to their place reflects consistency, the emphasis in the vignette is more about the physical presentation and environment rather than the dependability of service delivery itself, so this is only a partial fit.
Option 3: tangibles. Tangibles cover the physical evidence of a service, including uniforms, facilities, equipment, and the overall appearance of personnel and surroundings. The description highlights clean, sharp-looking uniforms and a tidy work area with organized tools, which directly aligns with tangibles as the visible, tangible aspects of the service.
Option 4: empathy. Empathy involves caring, individualized attention, and understanding the customer’s needs. The vignette focuses on the physical state and appearance of the employees and workspace rather than personalized concern or tailored service, so this option is less relevant.
In sum, the emphasis on uniform appearance and a clean, orderly work environment points most directly to tangibles, since these are the concrete, physical cues associated with the service quality framework. The other options either focus on interpersonal trust, dependable performance, or individualized care, which are not the central feature highlighted here.

MARKETNG 211-02 FA 25 Exam #2 (Chapters 8-13)- Requires Respondus LockDown Browser

Garth’s Tire Service provides each employee with a clean, sharp-looking uniform. It also instructs employees to put all tools back where they belong and keep the work area clean and uncluttered. Garth’s Tire Service emphasizes ________ in the five service quality dimensions.

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