When DrHorton Checked in at the Ritz-Carlton,it Was 3 A A.m.He

question 101

Multiple Choice

When Dr.Horton checked in at the Ritz-Carlton,it was 3 a.m.He had been traveling for over 12 hours and was exhausted.His suit,which he needed for a speech that morning,looked like he had slept in it.Karen,the night clerk,offered to find a 24-hour dry cleaner and have the suit cleaned while Dr.Horton got a few hours of sleep.Karen'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:

Constitutional Convention

A formal gathering for the purpose of creating or amending a constitution.

Amended

Officially modified, edited, or revised typically referring to documents, laws, or agreements to bring them up to date or improve them.

Annapolis Convention

A convention held in 1786 to address weaknesses in the Articles of Confederation that led to the drafting of the U.S. Constitution.

Delegates

Representatives who are chosen or elected to attend and vote at a conference or convention on behalf of a group.