In the Fall of 2002,Sheraton Hotels & Resorts Launched a Program

question 131

Multiple Choice

In the fall of 2002,Sheraton Hotels & Resorts launched a program to improve service quality.All Sheraton employees were given a detailed written list of specific goals that must be accomplished in order to ensure customer satisfaction.Then all employees received training to show them exactly how the objectives were to be met.Sheraton was working to prevent a gap between ________.

• A)customer expectations and management perceptions
• B)management perception and actual service
• C)established quality standards and service delivery
• D)service quality standards and consumer expectations
• E)expected service and needed service

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Definitions:

Genetic Evolution

The changes in allele frequencies within a population over time, due to mechanisms such as natural selection and genetic drift.

Behavioral Evolution

The study of how behavior changes over time in response to environmental pressures, driven by the process of natural selection.

Highly Stereotyped

describes behaviors, actions, or characteristics oversimplified and generalized across a group without individual differentiation.

Mechanistic

An approach in understanding phenomena that involves breaking down complex systems into simpler parts to explain how they work.