Ritz-Carlton Is Fervently Dedicated to Anticipating Customers' Slightest Needs

question 22

Multiple Choice

Ritz-Carlton is fervently dedicated to anticipating customers' slightest needs. Without ever asking, they seem to know when customers want a king-size bed, non-allergenic pillow, extra body gel or the blinds open upon arrival. An amazing 95 percent of departing guests report that their stay has been a truly memorable experience. This is an example of ________.

• A) customer delight
• B) customer lifetime value
• C) customer equity
• D) customer share
• E) customer-perceived value

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Definitions:

Rescinded

Revoked, canceled, or repealed, usually by official or formal action.

Public Trustee

A government official or department appointed to manage the estates, property, or financial affairs of individuals unable to do so themselves due to incapacity, absence, or death.

Doctrine of Mistake

Legal principles that allow a contract to be declared void if both parties were under a mutual misunderstanding about a key fact of the agreement.

Willful Blindness

The deliberate avoidance of acknowledging information or facts that one could easily know, often to escape liability.