The SERVQUAL dimension of empathy includes:

	individual attention
	convenient operating hours
	personal attention
	specific customer needs
	all of the above

Question 19 (1 point)

Recent research that highlighted the impact of culture on consumer expectations has found that:

	Eastern consumers had high overall service expectation
	Western consumers had high overall service expectations
	consumers high on power distance had overall high service expectation
	consumers low on uncertainty avoidance dimension had high overall service expectation
	none of the above