When Kennedy Arrived in the Middle of the Night at the Ritz-Carlton

question 118

Multiple Choice

When Kennedy arrived in the middle of the night at the Ritz-Carlton, she was exhausted and her suit was wrinkled from her 10-hour plane trip. The night clerk found someone to dry clean Kennedy's suit and have it ready for her morning presentation. She has been a loyal Ritz-Carlton customer ever since. Ritz-Carlton demonstrated the macro strategy of

• A)customer excellence.
• B)operational excellence.
• C)product excellence.
• D)promotional excellence.
• E)global excellence.

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Definitions:

Motivation Model

Theoretical frameworks that aim to explain the drive behind individuals' actions, desires, and needs.

Deficiency Needs

In Maslow's hierarchy of needs, these are the basic requirements for physical and psychological well-being that individuals are motivated to fulfill before achieving higher level growth needs.

Growth Needs

Psychological desires for personal development, improvement, and the achievement of one's potential.

Maslow's Hierarchy

A theory in psychology proposed by Abraham Maslow, structured as a pyramid with the most fundamental needs at the bottom and self-actualization at the top.