When Dr.Horton checked in at the Ritz-Carlton,it was 3 a.m.He had been traveling for over 12 hours and was exhausted.His suit,which he needed for a speech that morning,looked like he had slept in it.Karen,the night clerk,offered to find a 24-hour dry cleaner and have the suit cleaned while Dr.Horton got a few hours of sleep.Karen's actions are an example of
A) the variability associated with service quality performance.
B) empowerment of employees to meet customers' needs.
C) procedural fairness.
D) specific service standards.
E) public relations to increase puffery.

Question

Quizplus · Accepted Answer

Karen's actions demonstrate empowerment of employees to meet customers' needs, which is a key aspect of delivering high-quality service. This example showcases employees going above and beyond to provide additional value to customers, which is crucial in the competitive service industry.

When DrHorton Checked in at the Ritz-Carlton,it Was 3 A A.m.He