Marriott Hotels Are Noted for Their Fantastic Service

question 47

Multiple Choice

Marriott hotels are noted for their fantastic service. Their motto is "Ladies and gentlemen serving ladies and gentlemen." To build and maintain this level of service, which of the following guidelines should managers follow?

• A) precisely defining employees' normal job requirements and ensuring they perform those actions
• B) giving service-contact employees continual training on product knowledge, listening, and other behavioral skills
• C) designing jobs with rigid rules and procedure that employees should stick to in order to satisfy customers
• D) preserving the discretion to make day-to-day decisions on job-related activities at the top level of management

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Definitions:

Social Media Use

The application of platforms like Facebook, Twitter, and Instagram to share content, communicate, and engage with a digital network of users.

Liking Someone

A positive emotional response or feeling of enjoyment and affection towards another person.

Initial Date

The starting point of an event or process.

Empathic

The capacity to understand and share the feelings of another person.