In the fall of 2002, Sheraton Hotels & Resorts launched a program to improve service quality. All Sheraton employees were given a detailed written list of specific goals that must be accomplished in order to ensure customer satisfaction
Then all employees received training to show them exactly how the objectives were to be met. Sheraton was working to prevent a gap between ________.
A) customer expectations and management perceptions
B) management perception and actual service
C) established quality standards and service delivery
D) service quality standards and consumer expectations
E) expected service and needed service
C
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Marcy and Elliot are both sophisticated merchants who deal in diamonds. Marcy contracted to purchase a diamond for $20,000 . The day after the purchase, Marcy took the diamond to a jeweler's show but the highest offer for the diamond was only $10,000 . Is Marcy's contract for purchase of the diamond for $20,000 unconscionable?
Intoxicated and not aware of the consequences, Umberto agrees to a two-year cell-phone service contract with Wander Talk, Inc, at more than the average market price. This contract is A) enforceable
B) ?notenforceable because contracting parties can change their minds. C) notenforceable because the contract clearly favors Wander Talk. D) notenforceable because Umberto was intoxicated enough to lack mental capacity when he agreed to it.
What actions did the Stevens-Henager employees take prior to leaving for their new jobs at Eagle Gate College?
a. Copied documents to take with them to a competing college b. Copied marketing plans to take with them to a competing college c. Sabotaged Stevens-Henager's leads list d. Both a and c
In a ________ pricing strategy, new services are introduced at high prices with large promotional expenditures.
A. Prestige B. Skimming C. Penetration D. Visible E. Contingency