When Ramona,the Keynote Speaker at a Major Business Leaders' Conference,arrived

question 33

Multiple Choice

When Ramona,the keynote speaker at a major business leaders' conference,arrived in the middle of the night at the Ritz-Carlton,she was exhausted and her suit was wrinkled from her 10-hour plane trip.The night clerk found someone to dry clean Ramona's suit and have it ready for her morning presentation.She has been a loyal Ritz-Carlton customer ever since.In this example,Ritz-Carlton demonstrated the macro strategy of

• A) customer excellence.
• B) operational excellence.
• C) product excellence.
• D) promotional excellence.
• E) global excellence.