Question: 4 points When Dr . Ross checked in at the Ritz - Carlton, it was 3 a . m . He had been traveling for

4 points
When Dr. Ross checked in at the Ritz-Carlton, it was 3 a.m. He had been traveling for over 12 hours and was exhausted. His suit, which he needed for a speech that morning, looked like he had slept in it. Dorina, the night clerk, offered to find a 24-hour dry cleaner and have the suit cleaned while Dr. Ross got a few hours of sleep. Dorina's actions are an example of procedural fairness.
empowerment of employees to meet customers' neech
the variability associated with service quality performance.
specific service standards.
public relations to increase puffery.
4 points When Dr. Ross checked in at the Ritz-Carlton, it

Step by Step Solution

There are 3 Steps involved in it

1 Expert Approved Answer
Step: 1 Unlock blur-text-image
Question Has Been Solved by an Expert!

Get step-by-step solutions from verified subject matter experts

Step: 2 Unlock
Step: 3 Unlock

Students Have Also Explored These Related General Management Questions!

Q:

When Dr . Ross checked in at the Ritz - Carlton, it was 3 a . m . He had been traveling for over 1 2 hours and was exhausted. His suit, which he needed for a speech that morning, looked like he had...

Q:

Customer Service at Ritz-Carlton In 2012, hiring managers of the Apple Storea assessed potential job candidates on the basis of whether they were capable of offering a Ritz-Carlton level of service...

Q:

Planning is one of the most important management functions in any business. A front office managers first step in planning should involve determine the departments goals. Planning also includes...

Q:

Label Each Question and Section: Read the Point/Counterpoint on page 534 of the text: Organizations Should Strive to Create Positive Organizational Culture Should organizations do everything they can...

Q:

Please Refer to Diagram one to answer questions 1-3 and Diagram two to answer question 4. THE EXPERIMENT Dr. Goober and Ritz SCM Map (Write-Up 1.0:25 points ) #l PLEASE DO NOT PANIC; WE DID ALL OF...

Q:

6. This pertains to a set of functions or activities within an organization that work together to achieve organizational goals that is important to Deming's TQM principles. a. system b. variation c....

Q:

CASE 4 EMERGENCY! We Need a Better Compensation System 1 Kimberly D. Elsbach University of California, Davis Jan Kees Elsbach CEP America r. Padma Singh, Director of Emergency Medicine at Westlake...

Q:

eMeRGeNCY! We Need a Better Compensation system1 Kimberly D. Elsbach University of California, Davis Jan Kees Elsbach CEP America Dr. Padma Singh, Director of Emergency Medicine at Westlake Hospital,...

Q:

eMeRGeNCY! We Need a Better Compensation system1 Kimberly D. Elsbach University of California, Davis Jan Kees Elsbach CEP America Dr. Padma Singh, Director of Emergency Medicine at Westlake Hospital,...

Q:

eMeRGeNCY! We Need a Better Compensation system1 Kimberly D. Elsbach University of California, Davis Jan Kees Elsbach CEP America Dr. Padma Singh, Director of Emergency Medicine at Westlake Hospital,...

Q:

Diagnostic Supplies has expected sales of 84,100 units per year, carrying costs of $5 per unit, and an ordering cost of $10 per order. a. What is the economic order quantity? b. What is the average...

Q:

Show that the curve y = x2 + 4x has two slant asymptotes: y = x + 2 and y = x 2. Use this fact to help sketch the curve.

Q:

The IRS has increased the number of tax return processing centers with the increase in electronic filing of returns. True False

Q:

On 1 March 2007 DB Limited issued R560 000 15% debentures at R98. The debentures were to be redeemed at par in four equal annual payments starting 28 February 2010. Required: Journalise the above...