According to Len Berry, Guests Judge the Overall Quality of Service

question 10

True/False

According to Len Berry, guests judge the overall quality of service on these factors: reliability, responsiveness, assurance, empathy, and tangibles.

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Definitions:

Systematically Capitalizing

The structured and strategic approach to utilizing assets, resources, or opportunities to gain a beneficial or profitable outcome.

Explicit Knowledge

Information or knowledge that is easily articulated, written, or shared, often in a formal language or system.

Implicit Knowledge

Knowledge that is acquired and applied without conscious awareness, often in the form of skills or learned behaviors.

Adapting Technologies

The process of modifying existing technologies or adopting new ones to better suit the changing needs and objectives of a business or society.