Question: Q 2 3 . When Dr . Im checked in at an InterContinental Hotel, it was 3 am . He had been traveling for over

Q23. When Dr. Im checked in at an InterContinental Hotel, it was 3 am. 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. Paul, the night clerk, offered to find a 24-hour dry cleaner and have the suit cleaned while Dr. Im got a few hours of sleep. Paul's actions are an example of [].
The variability associated with service quality performance
Empowerment of employees to meet customers' needs
Procedural fairness
Specific service standards
Public relations to increase puffery
Q23. When Dr. Im checked in at an InterContinental Hotel, it

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