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:

Statement of Comprehensive Income

A financial statement that includes all changes in equity during a period, except those resulting from investments by owners and distributions to owners, encompassing both net income and other comprehensive income.

Unamortized Premium

The portion of the bond premium that has not yet been expensed in the income statement through amortization.

Effective Interest Rate

The actual rate of interest earned or paid on a loan or investment, taking into account compounding.

Eliminating Journal Entries

Eliminating journal entries are used in the consolidation process to remove the effects of inter-company transactions among entities within a consolidated group.