Kayla Is the New Manager of a Resort Hotel

question 100

Multiple Choice

Kayla 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,Kayla 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.

---

Definitions:

Prosocial Behaviors

Actions intended to benefit others, including behaviors like helping, sharing, and comforting.

Aggressive Models

Individuals or media representations that demonstrate aggressive behavior, which may influence viewers to imitate such actions.

Catharsis

The process of releasing, and thereby providing relief from, strong or repressed emotions.

Hostile Aggression

Acts of aggression stemming from feelings of anger and aimed at inflicting pain or injury.