Rita Marie and Lynn Just Returned from a Scuba Diving

Multiple Choice

Rita Marie and Lynn just returned from a scuba diving and snorkeling trip in the Caymans. Both travelers highly recommended the resort where they stayed. Guest services were extremely prompt in assisting with diving excursions. All resort employees were trained to greet every guest each time they encountered them, whether it was on a pathway to the pools and beaches, or in the restaurants. Many times, the employees even referred to each guest by name. ________ in the service industry is about creating a good experience for customers.

A) Enterprise resource planning
B) Intermittent planning
C) Operations management
D) Production management