In the Fall of 2002,Sheraton Hotels & Resorts Launched a Program

Multiple Choice

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