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:

Shift Attention

The process of changing focus from one object or task to another, reflecting the flexible allocation of cognitive resources.

Self-control

The capacity to regulate one's thoughts, emotions, and behaviors in the face of temptations and impulses.

Self-awareness

Awareness of one's own personality and individuality, including recognizing one’s emotions, thoughts, and behaviors.

Self-control

The ability of an individual to regulate their emotions, thoughts, and behaviors in the face of temptations and impulses.