Karen Ordered Four Books from Book Your Choice

Karen ordered four books from Book Your Choice.com. She was informed that her order would be processed in two working days and she would receive the books three days from the date of ordering. The books were promptly delivered on the third day. Karen was immensely satisfied with the service provided by the website. Which customer service characteristic affecting perceptions of service quality is seen in the given scenario?

A) Instrumental support
B) Empathy
C) Tangibility
D) Reliability
E) Distributive fairness

Correct Answer:

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