David runs a bed and breakfast in the outskirts of a big city. His employees are allowed to spend up to $200 to resolve any customer complaints, with no questions asked. This is an example of:
A) service guarantee.
B) assurance.
C) flexibility.
D) empowerment.

Question

Quizplus · Accepted Answer

This scenario describes empowerment, which is when employees are given the authority and freedom to make decisions on their own to improve customer service. David has given his employees the power to spend up to $200 to address customer complaints without needing to seek approval or answer questions.

David Runs a Bed and Breakfast in the Outskirts of a Big