Marketing Management
Zeithaml Parasuraman, and Berry have identified dimensions of quality service. They are: 1. Reliability - the ability to provide dependably and accurately what was promised, 2. Assurance - the knowledge and courtesy of employees, and the ability to convey trust and confidence, 3. tangibles - the physical facilities and equipment and the professional appearance of personnel, 4. empathy - the degree of caring and individual attention provided to its customers and 5. responsiveness - the willingness to help customers and provide prompt service. Describe how "Apple" might deliver each of these dimensions to its customers. Is the company better at delivering some of these dimensions than others?