When an Employee at Bradbury Resort Hears a Customer Complain,the

question 26

Multiple Choice

When an employee at Bradbury Resort hears a customer complain,the employee is authorized to take note of the inconvenience caused to the customer.The employee is held personally responsible and must solve the problem.This strategic reaction to customer complaints shows Bradbury Resort's emphasis on _____ as a determinant of service quality. 

• A) responsiveness
• B) tangibility
• C) reliability
• D) empathy

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Definitions:

Floodplain

An area of relatively smooth land adjacent to a stream channel that is intermittently flooded when the stream overflows its banks.

Sedimentation

The process by which material is deposited by wind, water, or ice, often resulting in layers of sediment that can eventually form sedimentary rocks.

Stream Channel

A stream channel is the physical confinement of a river or stream, composed of a bed and banks, which directs the flow of water.

Theory of Reasoned Action

A theory that predicts individuals' behavioral intentions and actions based on their attitudes toward the behavior and subjective norms.