When DrHorton Checked in at the Ritz-Carlton,it Was 3 A A.m.He

question 101

Multiple Choice

When Dr.Horton checked in at the Ritz-Carlton,it was 3 a.m.He had been traveling for over 12 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) empowerment of employees to meet customers' needs.
• C) procedural fairness.
• D) specific service standards.
• E) public relations to increase puffery.

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Definitions:

Circadian Rhythms

The natural, internal processes that regulate the sleep-wake cycle and repeat roughly every 24 hours.

Pineal Gland

The pineal gland is a small endocrine gland in the brain that produces melatonin, a hormone that regulates sleep-wake cycles.

Melatonin

Melatonin is a hormone produced by the pineal gland that regulates sleep-wake cycles and is often used as a supplement to treat sleep disorders.

Hypothalamus

A small region of the brain that plays a crucial role in many important functions, including releasing hormones, regulating body temperature, and controlling hunger and thirst.