Question: 1: were the hostess's actions consistent with a customer-focused quality philosophy? Question 2: what might the hostess have done differently? Question 3: how would you

1: were the hostess's actions consistent with a customer-focused quality philosophy? Question 2: what might the hostess have done differently? Question 3: how would you have reacted to the letter that mark received? Question 4: could the total quality lead have responded differently? Question 5: what does the fact that the hotel manager did not personally respond to the customer tell you?

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