ACC-650 TOPIC 7 ASSIGNMENT

Question 10

O'Brien's Bed and Breakfast operates a small inn in Wilmington, North Carolina. Kay O'Brien knows that customer service and customer satisfaction are the keys to staying in business. Indicate by placing an X in the appropriate column whether the following measures are leading or lagging, qualitative or quantitative indicators of customer satisfaction for O'Brien's Bed and Breakfast:

			Leading		Lagging		Qualitative		Quantitative
	a. Customer satisfaction score		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X
	b. Guest room cleanliness score		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X
	c. Annual investment in linens		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X
	d. Employee retention		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X
	e. Return visits per year		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X
	f. Time to respond to reservation requests		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X
	g. Percentage of guest rooms ready at check-in		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X
	h. Employee satisfaction		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X
	i. Customer referrals per year		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X		select an "X" if it is necessary X