If Andrea leaves a hair salon before making an appointment because the facility looks dirty and smells bad, which of the Texas A&M service-quality dimensions has come to the surface?

A) Reliability
B) Responsiveness
C) Tangibles
D) Reputation
E) Assurance

Service-Quality Dimension

Aspects that customers use to evaluate the performance and quality of a service, including reliability, responsiveness, assurance, empathy, and tangibles.

Tangibles

Physical items or properties that can be seen, touched, and measured, as opposed to intangible assets like patents or copyrights.

Reliability

The degree to which a system, component, or process consistently performs according to its intended or designed function.