Kayla 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,Kayla will
A) empower customers to meet their own service needs.
B) establish a broad zone of intolerance to reduce customer complaints.
C) narrowly define a knowledge gap.
D) separate intangibles from tangibles.
E) set specific, measurable goals based on customers' expectations.

Question

Quizplus · Accepted Answer

Setting specific, measurable goals based on customers' expectations is the best option for improving service quality. By clarifying what is expected of employees, Kayla can provide clear guidelines for them to follow and better meet customers' needs. This approach also allows for tracking progress and making adjustments as needed. Empowering customers may not address the root cause of the service quality issue, establishing a broad zone of intolerance may not provide enough guidance for employees to meet customer expectations, narrowly defining a knowledge gap may not address the broader issue of employee uncertainty, and separating intangibles from tangibles may not directly address the issue of employee expectations.

Kayla Is the New Manager of a Resort Hotel