3.8 - Question 1 0 out of 2 points Ritz-Carlton Hotels...

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Unformatted text preview: Question 1 0 out of 2 points Ritz-Carlton Hotels Cesar Ritz, the founder of the original Ritz- Carlton, Boston, was known as the king of hoteliers and the hotelier to kings. Today, there are more than 70 Ritz- Carlton hotels spanning 24 countries with 38,000 employees. These are not typical employees, though. They are described as Ladies and Gentlemen serving Ladies and Gentlemen. Employees participate in an intensive orientation program and recertification programs throughout their careers with the company, and many are allowed $2,000 to fix a guests problem on the spot without managerial approval. So renowned is the Ritz way of doing business that the company offers a Leadership Center for executives and managers of other companies to learn and implement the Ritz way of customer service. But it doesnt stop with employees. Ritz-Carlton hotels recently launched Give Back Getaways in 2008 that allow guests to volunteer in locales where they are vacationing. The hotel also offers Vow to Help Others, which is a program that donates a portion of a wedding couples reception costs to those in need. The chief operating officers words sum up Ritz-Carltons philosophy best: If we really do our job, we really dont need sales anymore. Satisfied guests are your advertising. Refer to Ritz- Carlton Hotels. Ritz-Carlton embodies an organization-wide commitment to service and support so that customers attain benefits relative to the price they pay for this service. Which element of an organizations focus is this commitment satisfying? Answer Selected Answer: Correct Answer: Customer value Question 2 0 out of 2 points All of the following are sources of a cost competitive advantage EXCEPT: Answer Selected Answer: Correct Answer: break-even analyses Question 3 0 out of 2 points One approach to developing a personal set of ethics is to: Answer Selected Answer: Correct Answer: stress the importance of rules Question 4 0 out of 2 points Frito-Lay is considered the king of the salty snack industry with its distribution network of 42 plants, 12,800 delivery people, and more than 900 tractor trailers formed into a retail delivery powerhouse. Smaller manufacturers of salty snacks find that monitoring the activities of Frito-Lay is an effective way to monitor the _____ factors within their external environments. Answer Selected Answer: Correct Answer: competitive Question 5 0 out of 2 points A(n) _____ is a company that is heavily engaged in global trade and moves its resources, goods, services, and skills across national boundaries. Answer Selected Answer: Correct Answer: multinational corporation Question 6 0 out of 2 points Christian understands that a Black Diamond brand tent is suitable for several weather conditions, such as rain, snow, and sweltering heat....
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This note was uploaded on 11/17/2011 for the course MKTG 1311 taught by Professor Hyde during the Spring '11 term at Richland Community College.

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3.8 - Question 1 0 out of 2 points Ritz-Carlton Hotels...

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