The Cabin Retreat is a chain of hotels where part of employees' monthly bonus depends on customer satisfaction. Ninety percent of the incentive is based on performance and the remaining ten percent is based on customer satisfaction ratings and the quality of service. In this case, The Cabin Retreat is committed to _____.
A) implementing a just-in-time program
B) line-flow production
C) total quality management
D) internal service quality

Question

Quizplus · Accepted Answer

The fact that part of the employees' bonus depends on customer satisfaction and quality of service indicates that The Cabin Retreat is committed to total quality management, which focuses on continuous improvement of processes and meeting or exceeding customer expectations.

The Cabin Retreat Is a Chain of Hotels Where Part