the local car repair shop takes pride in the quality of its service. it sends text and email reminders of each customer's upcoming appointment, provides estimates of recommended service in writing, and also sends video of their mechanics with each customer's car showing the defective parts and explaining the consequences if certain issues were not addressed. once the repairs are completed, the customers are notified using multiple channels and a copy of the work ticket provided. the shop also offers the mechanic's work cell numbers in case customers want to discuss the repair further or have questions about the work. which determinant of service quality is best being demonstrated by these policies?