Which of the following is correct about the five components of evaluating the service quality by customers?
A.Responsiveness means employees should be responsible for their own work and then call their customers back.
B.The tangible parts of a service include the physical facilities，tools，and equipment used to provide the service，and the appearance of personnel.
C.Empathy as a component of service quality has been found to be the one most important to customers.
D.Service quality is measured by combining customers’ evaluations for six components.
正确答案是B