When Tom and Ruth Checked Out of the Marriott Hilton

question 58

Multiple Choice

When Tom and Ruth checked out of the Marriott Hilton Head Resort,they were each given a brief postage paid survey to complete and return through the mail.The survey asked 15 questions about their stay at the Marriott Resort.It covered such attributes as overall satisfaction,check-in speed/efficiency,cleanliness,decor and comfort of their room,friendliness and efficiency of the staff,quality of dining experience,quality of merchandise/gift shop,intention to return,and willingness to recommend to friends.Which of the following types of research did Marriott conduct?

• A) Complaint solicitation
• B) Critical incidents studies
• C) Relationship surveys
• D) Trailer calls
• E) Lost customer research

Identify the advantages and disadvantages of internal recruiting.

Comprehend the different criteria utilized in selecting potential employees.

Understand various organizational development techniques used to enhance performance.

Gain insights into the utilization of assessment centers as a selection tool.

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Definitions:

Multidimensional Scaling

A statistical technique used in information visualization, especially to display the information contained in a distance matrix.

Brand Positions

Strategies a company adopts to create a distinct image or identity in the customers' minds, differentiating its offerings from competitors.

Positioning Statement

A brief description that communicates how a brand or product uniquely fulfills the needs or wants of its target market compared to its competitors.

Unique Characteristics

Distinctive features or qualities that set an entity or concept apart from others in a significant and typically advantageous way.