A Hotel Porter Overhears a Guest Crying Because She Left

question 53

Short Answer

A hotel porter overhears a guest crying because she left a pair of newly purchased shoes at the counter of a retail store some blocks away.The porter volunteers to pick up and deliver the guest's new shoes in time for her to wear them to the banquet at 7 p.m.The porter is trying to make the service encounter memorable.This type of action is in response to what service theme?

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Definitions:

Persuasion

Persuading an individual to adopt a belief or take an action based on logical argumentation or discourse.

Rhetorical

Pertaining to the art of effective or persuasive speaking or writing, especially the use of figures of speech and other compositional techniques.

Nonhierarchical Environment

An organizational structure where power and authority are not held by specific positions or ranks, promoting equality.

Presentations

The act of showing and explaining the content of a topic to an audience or learner.