Rita Marie and Lynn Just Returned from a Scuba Diving

question 51

Multiple Choice

Rita Marie and Lynn just returned from a scuba diving and snorkeling trip in the Caymans. Both travelers highly recommended the resort where they stayed. Guest services were extremely prompt in assisting with diving excursions. All resort employees were trained to greet every guest each time they encountered them, whether it was on a pathway to the pools and beaches, or in the restaurants. Many times, the employees even referred to each guest by name. ________ in the service industry is about creating a good experience for customers.

• A) Enterprise resource planning
• B) Intermittent planning
• C) Operations management
• D) Production management

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Definitions:

Current Circumstances

The existing situation, conditions, or context at the present moment.

Human Condition

Refers to the range of key experiences, emotions, and challenges that define human existence and encompass aspects such as birth, growth, emotionality, aspiration, conflict, and mortality.

Preoccupation

The state of being absorbed or engrossed in thoughts or concerns, often leading to a lack of awareness of one’s surroundings or the task at hand.

Tangible Rewards

Physical or material incentives given to individuals as acknowledgment of their effort or achievements.