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.

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Definitions:

Ongoing Assessment

A continuous evaluation process to monitor and evaluate the progress, condition, or effectiveness of a situation or health status.

Nutritional Supplements

Products intended to provide nutrients that may not be consumed in sufficient quantities in a person's diet, including vitamins, minerals, amino acids, and fatty acids.

Herbal Supplements

Concentrated forms of nutrients or other compounds from plants used to supplement the diet.

Alternative Therapies

Treatment methods that differ from mainstream or traditional medicine, often including herbal remedies, acupuncture, and holistic approaches.