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:

Joseph Breen

Headed the Production Code Administration, which enforced strict moral guidelines on American films from 1934 to 1954.

Isolationism

A national policy advocating for a country to avoid participating in foreign affairs, especially political or military alliances, to focus on its own development.

Deep Focus

A technique that exploits depth of field to render subjects both near the camera lens and far away with equal clarity and permits the composition of the image in depth. A shot in which both the foreground and background planes are in sharp focus.

Gregg Toland

An influential American cinematographer known for his innovative work on films such as "Citizen Kane" and "The Grapes of Wrath."