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:

Workplace

Premises or location where people engage in work activities or employment.

Glass-Ceiling Effect

An invisible barrier in organizations that prevents minorities and women from being promoted to leadership positions, regardless of their qualifications or achievements.

Marketing Manager

A professional responsible for overseeing the promotion of a business's products or services.

Workforce Diversity

Refers to a workplace that includes a wide range of employees from various backgrounds and identities.