Kala Is the New Manager of a Resort Hotel

question 94

Multiple Choice

Kala is the new manager of a resort hotel.She knows from reviewing customer complaints that service quality at the hotel is not consistently meeting customers' expectations,and she believes that the biggest problem is that her employees are not sure what is expected of them.To improve service quality,Kala will:

• A) empower customers to meet their own service needs.
• B) establish a broad zone of intolerance to reduce customer complaints.
• C) narrowly define a knowledge gap.
• D) separate intangibles from tangibles.
• E) set specific,measurable goals based on customers' expectations.

Understand the definition and scope of white-collar crime.

Identify the motivations behind white-collar crimes and their impact on society.

Distinguish between different types of white-collar crimes, including corporate and occupational deviance.

Analyze the role of government regulation and the enforcement challenges in combating white-collar crime.