When Philip Returns for a Second Stay at the Banff

question 48

Multiple Choice

When Philip returns for a second stay at The Banff Spring Hotel, the guest executive asks him for his preferences without bothering to refer to the database.Which of the following likely caused the executive to do so?

• A)The executive had a low morale because of being unappreciated by his supervisors.
• B)It is culturally not right to follow the database.
• C)A CRM software needs to be updated every two weeks.
• D)Asking a second time for individual preferences is an example of attitude change by management, which is an essential aspect of CRM.

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Definitions:

Legitimate Power

The authority derived from a position or role within an organization, granting the power to make decisions and command obedience.

Networking Power

The influence and advantage gained through forming and maintaining valuable professional relationships or networks.

Servant Leadership

A leadership philosophy where the leader's primary goal is to serve others, prioritizing the well-being and development of their team members.

Manipulation

The act of controlling or influencing someone or something in a clever or unscrupulous way.