When Jessica Checked in at the Hilton Hotel, It Was

Multiple Choice

When Jessica checked in at the Hilton Hotel, it was 3 a.m. She had been traveling for over 10 hours and was exhausted. Her dress, which she needed for a presentation that morning, looked like she had slept in it. Miriam, the night clerk, offered to find a 24-hour dry cleaner and have the dress pressed while Jessica got a few hours of sleep. Miriam's actions are an example of

A) the variability associated with service quality performance.
B) empowerment of employees to meet customers' needs.
C) procedural fairness.
D) specific service standards.
E) public relations to increase puffery.