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