Kala 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,Kala 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 will provide clear expectations for employees to follow and enable Kala to measure the effectiveness of the service improvements. This addresses the issue of employees not being sure what is expected of them, which is identified as the biggest problem. Empowering customers, establishing a broad zone of intolerance, narrowly defining a knowledge gap, and separating intangibles from tangibles are all valid strategies to improve service quality, but they do not directly address the issue of employees not being clear on expectations.

Kala Is the New Manager of a Resort Hotel