At Harrah's Casinos and Hotels, a portion of employee compensation is linked to customer satisfaction scores, so employees have an investment in achieving excellent service levels. Employees also have a vested interest in the performance of the entire team in serving customers exceptionally well. Outstanding employees are recognized with special Chairman's Awards, and their names are published in Harrah's annual report. Harrah's is using which of the following human resources management strategies for closing provider gap 3?
A. Hire the right people
B. Provide needed benchmarks
C. Retain the best people
D. Set service standards
E. Develop servicescapes to deliver service quality
Answer: C
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