When Tom and Ruth Checked Out of the Marriott Hilton

question 58

Multiple Choice

When Tom and Ruth checked out of the Marriott Hilton Head Resort,they were each given a brief postage paid survey to complete and return through the mail.The survey asked 15 questions about their stay at the Marriott Resort.It covered such attributes as overall satisfaction,check-in speed/efficiency,cleanliness,decor and comfort of their room,friendliness and efficiency of the staff,quality of dining experience,quality of merchandise/gift shop,intention to return,and willingness to recommend to friends.Which of the following types of research did Marriott conduct?

• A) Complaint solicitation
• B) Critical incidents studies
• C) Relationship surveys
• D) Trailer calls
• E) Lost customer research

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Definitions:

Numeric Ratio

A comparative figure showing the relative sizes of two quantities expressed as a quotient.

Written Analysis

The process of critically evaluating or discussing a subject in written form to understand its components or relationships.

Bins

Storage containers or categories used in data analysis for grouping data points, or in physical organization to sort items.

Measurement Values

Quantitative data obtained from measuring objects or events, used for analysis or comparison.