10. Which of the following dimensions of service quality is related with the provision of individualized attention to customers? A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles 11. Service quality can be assessed by comparing customer expectations and customer perception on the service. A. True B. False 12. Fishbone diagram is a quality tool that can be used to identify possible causes of a quality problem. B. False 13. In the EOQ model, the higher the ordering cost per order, the larger the economic onder A. True B. False