When Dr Horton Checked in at the Ritz-Carlton, It Was 3

question 100

Multiple Choice

When Dr. Horton checked in at the Ritz-Carlton, it was 3 a.m. He had been traveling for over twelve hours and was exhausted. His suit, which he needed for a speech that morning, looked like he had slept in it. Karen, the night clerk, offered to find a 24-hour dry cleaner and have the suit cleaned while Dr. Horton got a few hours of sleep. Karen's actions are an example of

• A) the variability associated with service quality performance.
• B) empowering employees to meet customers' needs.
• C) procedural fairness.
• D) specific service standards.
• E) public relations to increase puffery.

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Definitions:

Plant Asset

A long-term tangible asset held for manufacturing, production, or supply of goods and services, such as machinery and buildings.

Contribution To Revenue

The portion of sales revenue that is not consumed by variable costs and contributes to covering fixed costs.

Double-Declining-Balance

A method of accelerated depreciation where an asset's book value is reduced at double the rate of traditional straight-line depreciation.

Book Value

The net value of an asset, calculated as the original cost minus accumulated depreciation, depletion, or amortization.