Which Service Gap Is the Ritz-Carlton Hotel Trying to Address

question 56

Multiple Choice

Which service gap is the Ritz-Carlton Hotel trying to address when it takes time and spends up to $1,700 to train a new employee?

• A) standards gap
• B) knowledge gap
• C) performance gap
• D) communication gap
• E) recovery gap

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Definitions:

Service Productivity

A measure of the efficiency of a service operation, typically calculated as the ratio of outputs (services provided) to inputs (resources consumed) in rendering the service.

Flexible Manufacturing System

A system that allows for the easy adaptation of the production equipment and processes to manufacture different types of products or change production volumes in response to market demands.

Benefits

Advantages or positive outcomes resulting from actions, activities, or participation in certain programs or initiatives.

Flexibility

Flexibility refers to the ability to adapt or adjust to new conditions, changes, or challenges without significant impact on functionality or outcomes.