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:

Arthropods

Arthropods are a phylum of invertebrate animals with exoskeletons, segmented bodies, and jointed limbs, including insects, arachnids, and crustaceans.

Synapomorphies

Shared derived characters or traits that are used to determine evolutionary relationships among organisms.

Exoskeletons

External skeletons that support and protect an organism's body, found in arthropods like insects, crabs, and lobsters.

Marsupial Colonization

The process by which marsupials, a group of mammals typically characterized by premature birth and continued development in the mother's pouch, spread and establish populations in new areas.