Answer: Assurance
Explanation:
Assurance is the factor in terms of quality service that represents reliability and surety for providing complete customer satisfaction for the work. Tracking or monitoring action, resolving issues, handling customer complaints etc are done in prominent manner so that customer does not have further issues or complaint regarding quality of service .
According to the question, professor's reply within one hour is displaying assurance quality factor that helps in maintaining , handling and fixing issue of Jonathan achieving zero marks instead of actual scores. He replied soon with solving his issue of scores and reliability on service was displayed.
Norms tend to be enforced by <u>group or team members</u>.
<u>Explanation</u>:
Norms are standard rules that are laid to improve the action of doing something or behavior.
Norms are generally laid by the group or team member to clarify the role expectations. It helps in identifying and emphasizing the important values of group.
The group members are sometimes forced to follow the norms to help the survival of the group.
An organization enforces norms to highlight the important values and identity of the organization.
A good citizen never breaks the law and is always kind and considerate to other citizens. A bad citizen does not abide by the law and can be nasty towards others.
