Employees at the Greenwood Spa and Resort are trained to cater to every whim of their guests. Because their needs are often met even before they realise they have them, some guests are even convinced that its employees have ESP. This is an example of:
A) a service provider concentrating on its conformance quality.
B) a basic customer value hierarchy.
C) personnel differentiation.
D) a task focus versus a relationship focus on job performance.
E) an emphasis on service style not service performance.

Question

Quizplus · Accepted Answer

Personnel differentiation is when a company differentiates itself from competitors through the superior skills, knowledge, or abilities of its employees. In this case, the Greenwood Spa and Resort's employees are trained to anticipate and meet guests' needs proactively, making the service personalized and exceptional. This is a form of personnel differentiation, as it highlights the unique capabilities of the staff in enhancing the guest experience.

Employees at the Greenwood Spa and Resort Are Trained to Cater