Service quality is important to the Marriott hotel chain. If a Marriott employee hears a customer complain, the employee is empowered to do everything possible to make that customer happy. The employee becomes personally responsible to solve the problem. This strategic reaction to customer complaints shows Marriott's concern with _____ as a determinant of service quality.
A) empathy
B) tangibles
C) reliability
D) responsiveness
Correct Answer:
Verified
Q51: _ are often involved to a relatively
Q52: A few years ago, if you wanted
Q53: Empathy refers to the
A) service provider's efforts
Q54: After Betty was told she had to
Q55: Identify the reason why the quality of
Q57: The customer perceives the level of service
Q58: When you enter a restaurant and see
Q59: Problems in the determination of good service
Q60: _ refers to the service providers efforts
Q61: To be successful, programs developed by the
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