Tiffany was in a hurry and stopped at her local grocery store for deli lunch meat. After waiting several minutes for the employees behind the counter to acknowledge her and take her order, Tiffany gave up and went to the packaged lunch meat section instead. The next time she shopped, Tiffany decided to try another store. Tiffany's frustration with the service she received from the grocery store deli department reflects the element of service quality.
a. tangibles
b. reliability
c. responsiveness
d. empathy
e. assurance