When Marriott Decided to Improve the Quality of Service Offered

question 39

Multiple Choice

When Marriott decided to improve the quality of service offered to customers, it asked special corporate guests to comment on the good and bad issues of their stay and also to tell what the competition is doing that is better than Marriott. The Marriott acted accordingly. In other words, it used ____.

• A)benchmarking
• B)data decentralization
• C)information processing
• D)mirroring
• E)comparative criterion

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