When Jessica Checked in at the Hilton Hotel, It Was

question 33

Multiple Choice

When Jessica checked in at the Hilton Hotel, it was 3 a.m. She had been traveling for over 10 hours and was exhausted. Her dress, which she needed for a presentation that morning, looked like she had slept in it. Miriam, the night clerk, offered to find a 24-hour dry cleaner and have the dress pressed while Jessica got a few hours of sleep. Miriam's actions are an example of

• 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.

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Definitions:

Motivated

Having the desire or willingness to do something; driven by internal or external factors.

Confidence

A feeling of self-assurance arising from an appreciation of one's own abilities or qualities.

Free Will

The concept that humans have the capacity to make choices that are not pre-determined by past events, genetics, or current environmental factors.

Detrimental

Causing harm or damage; often used to describe actions or conditions that negatively affect one's health, well-being, or success.