As we have been discussing, it’s important to consider “reliability” as an essential concept to be handled to improve service quality. Chris Arlen in his 2008 article posted on the Service Performance blog also notes “reliability” as one of the essential dimensions to be defined for delivering quality customer service. His article is available from http://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/. In this article, Chris Arlen addresses five service dimensions customers care about along with detailed explanations about what each dimension means for service providers. It might be important for business managers to address all these five service dimensions to determine specific customer needs and wants, and their expectations about service quality. Which service dimension do you think is most important and why?