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:

Lie Detector

A device or procedure designed to detect lies by measuring physiological responses believed to accompany deception, such as heart rate, blood pressure, and galvanic skin response.

Acquiescent Response Set

A tendency for respondents to agree with statements as presented to them, regardless of their content, in the context of questionnaire data.

Test Items

are individual questions or tasks designed to measure specific knowledge, skills, or abilities in assessments or exams.

Unidimensionality

Refers to the measure in which a variable or construct is theorized to represent a single underlying dimension or trait.