服务质量特性有五种类型。说法正确的是(　　)。

  • A可靠性：准确履行服务承诺的能力

  • B响应性：准确履行服务承诺的能力

  • C保证性：有形的设备、设施、人员和沟通材料的外表

  • D移情性：设身处地为顾客着想和给予顾客特别的关照

  • E保证性：员工具有的知识、能力以及表达出自信与可信的能力

相关热点： 服务承诺   可靠性  

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