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

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