Woodlander Is a Chain of Resorts Where Part of the Employees

question 97

Multiple Choice

Woodlander is a chain of resorts where part of the employees' monthly incentives depends on customer satisfaction. Sixty percent of the incentive is based on performance and the remaining forty percent is based on customer satisfaction ratings and the class of service. In this case, Woodlander is committed to _____.

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

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