If the employees are given discretionary resources to rectify the problem, the service characteristic that the shoe store is focusing on is: Assurance.
Assurance is intended to bring confidence or certainty in one's own skilled.
It is important that companies or organizations are goods or expert in term of the services they rendered to their customers.
Customers should see that confidence in the company they are patronizing as this will show to the customers that they company they are dealing with are trust worthy and reliable.
If a company is highly skilled and they rendered service that are of good quality their customers will have more confidence in them.
Inconclusion the service characteristic that the shoe store is focusing on is assurance.
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