(P383,Chapter Case Study)Which of the Key Building Blocks of Service

question 143

Multiple Choice

(p.383,Chapter case study) Which of the key building blocks of service quality must a job applicant at the Ritz-Carlton demonstrate during the interview process?

• A)empathy
• B)reliability
• C)responsiveness
• D)assurance
• E)tangibles

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Definitions:

Problem-solving Pattern

A systematic approach or method used to address and resolve issues or obstacles.

Persuasive Message

A communication designed to convince or influence the audience to adopt a specific point of view or take a particular action.

Logic

The study of principles of reasoning, especially of the structure of propositions and the way in which they relate to each other to form valid arguments.

Hypothesis

Testable explanation of a natural phenomenon.