Question: When Dr . Horton checked in at the Ritz - Carlton, it was 3 a . m . He had been traveling for over 1

When Dr. Horton 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. Karen, the night clerk, offered to find a 24-hour dry cleaner and have the suit cleaned while Dr. Horton got a few hours of sleep. Karen's actions are an example of "
Group of answer choices
A. the variability associated with service quality performance.
B. empowerment of employees to meet customers' needs.
C. procedural fairness.
D. specific service standards.
E. public relations to increase puffery.

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:

" 1 1 . When Dr . Horton 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...

Q:

A When Dr . Horton 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...

Q:

Q 2 3 . When Dr . Im checked in at an InterContinental Hotel, it was 3 am . He had been traveling for over 1 2 hours and was exhausted. His suit, which he needed for a speech that morning, looked...

Q:

Q 2 3 . When Dr . Im checked in at an InterContinental Hotel, it was 3 am . He had been traveling for over 1 2 hours and was exhausted. His suit, which he needed for a speech that morning, looked...

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:

Case Study of Ritz-Carlton 4. In what may be a first for the hospitality industry, Brian Collins, hotel owner, has asked James McBride, Ritz-Carlton general manager, to lengthen the amount of time...

Q:

Case of Ritz-Carlton 3. How does The Ritz-Carlton create Ladies and Gentlemen in only 7 days? What do they do? Why do they do what they do? The Seven Day Countdown The Seven Day Countdown was a...

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:

4 points 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...

Q:

Let F be the fluid force (in Newtons) on a side of a semicircular plate of radius r = 5 meters, submerged vertically in water so that its diameter is level with the water's surface. Find the width of...

Q:

Calculate the piece basis pay according to this information: You are paid $0.054 per flower glued unto a rose parade float. In two days, you attached a total of 8,512 flowers unto four different...

Q:

1 . Describe the impact of a bonds coupon rate on its interest rate risk.

Q:

(2) If manufacturing overhead is applied on the basis of direct labor cost, what overhead rate was used in each year? (Round answers to 0 decimal places, e.s. 55%.) (To record manufacturing overhead)...