When Ramona, the Keynote Speaker at a Major Business Leaders

question 86

Multiple Choice

When Ramona, the keynote speaker at a major business leaders' conference, arrived in the middle of the night at the Ritz-Carlton, she was exhausted and her suit was wrinkled from her ten-hour plane trip. The night clerk found someone to dry clean Ramona's suit and have it ready for her morning presentation. She has been a loyal Ritz-Carlton customer ever since. In this example, Ritz-Carlton demonstrated the macro strategy of

• A) customer excellence.
• B) operational excellence.
• C) product excellence.
• D) promotional excellence.
• E) global excellence.

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Definitions:

Self-Talk

The internal dialogue that individuals have with themselves, which can be positive or negative.

Growing Dissatisfaction

The increasing feeling of unhappiness or discontentment in a situation or relationship.

Simple Conflict

A disagreement or discrepancy between individuals or groups that is straightforward and can be resolved with minimal complexity.

Pseudoconflict

A misunderstanding that arises from poor communication, leading to the perception of conflict where there is none.