the Ritz-Carlton Hotel trains each employee to not...

Mkt 3351 Final Exam-dino Test

Question Number 20

the Ritz-Carlton Hotel trains each employee to note the likes and dislikes of regular customers and record this information into a computerized guest history profile that provides information on the preferences of 240,000 repeat Ritz-Carlton customers. through the use of this customer database, the Ritz-Carlton is able to provide more personalized service to its guests. if, for example, a guest prefers a feather pillow or always orders a glass of sherry before retiring, this information can be entered in the database and these needs can be anticipated and met. by providing more personalized service, the Ritz-Carlton is narrowing provide of _____________ the gaps model of service quality

a. gap 1

b. gap 2

c. gap 3

d. gap 4

✔ Correct Answer:

a. gap 1

Mkt 3351 Final Exam-dino Test

Question Number 20

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