At many luxury hotels,all employees are trained in satisfying the customer,regardless of whether the customer request falls directly within the scope of what might be considered their primary duties.For example,a housekeeper might abandon their cleaning cart and direct the customer through the facility to the fitness center if asked for directions.This freedom to manage moments of truth falls under the scope of ________.

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The Answer of At many luxury hotels,all employees are trained in satisfying the customer,regardless of whether the customer request falls directly within the scope of what might be considered their primary duties.For example,a housekeeper might abandon their cleaning cart and direct the customer through the facility to the fitness center if asked for directions.This freedom to manage moments of truth falls under the scope of ________.

At Many Luxury Hotels,all Employees Are Trained in Satisfying the Customer,regardless