This activity is important because some people confuse customer service with service quality. Customer service is a business activity$$a type of service offering that companies provide to their customers. Service quality is a measurement activity of how good a service experience is or was.

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There are five critical dimensions to consider when it comes to evaluating service quality from the customer$$s perspective: reliability, assurance, tangibles$,$ empathy, and responsiveness.

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The goal of this exercise is to demonstrate your understanding of each of these dimensions.

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Read the service examples below and then select the service quality dimension that each example represents.