Employees at the Greenwood Spa and Resort Are Trained to Cater

Multiple Choice

Employees at the Greenwood Spa and Resort are trained to cater to every whim of their guests. Because their needs are often met even before they realise they have them, some guests are even convinced that its employees have ESP. This is an example of:

A) a service provider concentrating on its conformance quality.
B) a basic customer value hierarchy.
C) personnel differentiation.
D) a task focus versus a relationship focus on job performance.
E) an emphasis on service style not service performance.