When Marriott Hotels decided to improve the quality of service it offered its customers,it asked special corporate guests to comment on the good and bad issues of their stay,and also to tell what the competition was doing better than Marriott. Marriott acted accordingly. Which of the following did Marriott use?
A)benchmarking
B)data decentralization
C)information processing
D)mirroring

Question

When Marriott Hotels decided to improve the quality of service it offered its customers,it asked special corporate guests to comment on the good and bad issues of their stay,and also to tell what the competition was doing better than Marriott. Marriott acted accordingly. Which of the following did Marriott use?
A)benchmarking  
B)data decentralization  
C)information processing  
D)mirroring

Quizplus · Accepted Answer

Marriott used benchmarking to compare its own performance and service quality with that of its competitors, based on feedback from special corporate guests. This allowed Marriott to identify areas where it was lacking and make necessary improvements to enhance its customer service.

When Marriott Hotels Decided to Improve the Quality of Service