When a Ritz-Carlton Employee Went Above and Beyond What Was

question 7

Multiple Choice

 When a Ritz-Carlton employee went above and beyond what was asked to create a memorable experience for guests, he was

• A) following formal, written organizational rules and guidelines.
• B) disregarding organizational assumptions.
• C) showing a lack of organizational commitment.
• D) following the informal rules embodied in organizational culture.

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Definitions:

Competitors

Entities that compete within the same market, offering similar products or services to the same target audience.

Firm Capabilities

The unique abilities and resources a company possesses that enable it to achieve competitive advantage and perform effectively in the market.

Brand Identity

The collection of all elements that a company creates to portray the right image to its consumer, including visuals, messaging, and values that differentiate it from competitors.

Positioning

The strategic process of establishing a distinct brand identity and value proposition in the market and in the minds of consumers.