SCENARIOS Boutique Hotels

SCENARIOS
Boutique Hotels
In an industry where guests are tired of cookie-cutter hotels,some consumers are looking for personalized service,which can be found in boutique hotels.Boutique hotels cater to their guests' sense of their personal image as being discriminating,more sophisticated,and more hip.Frequently,these guests don't want to be where the crowds are.This is a small but growing market niche.There are no generally recognized rules for boutique hotels,but they tend to be small and service oriented,with high-style decor,and top-notch restaurants.Employees are called cast members.Amenities include cordless phones,CD players,Aveda brand bath and hair products,and down comforters and pillows.
(Turn the page for questions related to the scenario.)
-Refer to Sizzlin' Shine.To maintain Sizzlin' Shine's quality image,Tappan provides complete training for each employee in company operations,objectives,and performance standards.What unique aspect of services is Tappan attempting to address?

A) heterogeneity
B) perishability
C) intangibility
D) inseparability
E) inventoriability