The Cabin Retreat Is a Chain of Hotels Where Part

question 111

Multiple Choice

The Cabin Retreat is a chain of hotels where part of its employees' monthly bonus depends on customer satisfaction. Ninety percent of the incentive is based on performance and the remaining ten percent is based on customer satisfaction ratings and the quality of service. In this case, The Cabin Retreat is committed to _____.

• A) implementing a just-in-time program
• B) line-flow production
• C) total quality management
• D) internal service quality

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Definitions:

Adrenaline

A hormone and neurotransmitter involved in the fight-or-flight response, increasing heart rate, muscle strength, blood pressure, and sugar metabolism.

Noradrenaline

A neurotransmitter and hormone involved in the body's response to stress, increasing heart rate and blood pressure, and part of the fight or flight response.

Psychological Hardiness

A personality trait characterized by resilience and the capability to endure stressful situations effectively.

Suzanne Kobasa

A psychologist known for her research on stress, specifically the concept of stress resilience and the "hardiness" personality trait.