Blaire is the new manager of a resort hotel. She knows from reviewing customer complaints that service quality at the hotel is not consistently meeting customers' expectations, and she believes that the biggest problem is that her employees are not sure what is expected of them. To improve service quality, Blaire should

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Blaire should set specific, measurable goals based on customers' expectations to provide clarity to her employees about what is expected of them. This will help to improve service quality as employees will have a clear understanding of what they need to do to meet customers' expectations. Empowering customers, establishing a broad zone of intolerance, narrowly defining a knowledge gap, and separating intangibles from tangibles may not directly address the issue of employees needing clarity on their expectations.

Blaire Is the New Manager of a Resort Hotel