A Hotel Manager Is Studying Other Hotels to See How

question 27

Short Answer

A hotel manager is studying other hotels to see how they achieve and maintain service quality.The manager has spent some time paying attention to the actions,interactions,and appearance of front desk clerks,housekeepers,spa attendants and restaurant staff.With which element of the services marketing mix is the hotel manager concerned?

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Definitions:

Operant Conditioning

A learning process in psychology in which the strength of a behavior is modified by reinforcement or punishment.

Observational Learning

Learning that occurs through observing the behavior of others, also known as social learning or modeling.

Delayed Reinforcement

A method of reinforcement in which there is a delay between the target behavior and the delivery of the reinforcing stimulus, affecting the strength and rate of the behavior.

Conditioned Stimulus

A previously neutral stimulus that, after being associated with an unconditioned stimulus, evokes a conditioned response.