Why Is It Most Likely Important to Maintain This Guest's

question 55

Multiple Choice

Why is it most likely important to maintain this guest's satisfaction with the hotel and the front desk clerk?

• A)The guest is visiting the ReView Hotel during the off season and is paying a below average rate for the room.
• B)The guest is already satisfied with the wireless service,so her cluster of satisfactions will be maintained if she is also satisfied with the hotel and the front desk clerk.
• C)The guest's membership in the hotel's rewards club indicates a previous level of satisfaction that should be maintained by the front desk clerk to ensure customer loyalty.
• D)The hotel maintains exclusivity through various pricing levels and room features.
• E)The clerk is the only employee of the hotel with whom the guest will have contact.

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Definitions:

Just-World Phenomenon

The cognitive bias that a person's actions are inherently inclined to bring morally fair and fitting consequences to that person, to the end of all noble actions being eventually rewarded and all evil actions eventually punished.

Victims of Misfortune

Individuals who suffer from unfortunate events or circumstances that are beyond their control and often elicit sympathy from others.

Just-World Phenomenon

The cognitive bias to believe that the world is fair and people get what they deserve, leading to rationalizing inequality or suffering.

Ebola Virus

A severe and often fatal disease in humans and primates caused by the Ebola virus, characterized by fever, bleeding, and organ failure.