When Dr. Horton checked in at the Ritz-Carlton, it was 3 a.m. He had been traveling for over 12 hours and was exhausted. His suit, which he needed for a speech that morning, looked like he had slept in it. Karen, the night clerk, offered to find a 24-hour dry cleaner and have the suit cleaned while Dr. Horton got a few hours of sleep. Karen'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.

Hello! An establishment has the ability to authorize employees to help and solve any problems that their customers have, as is the case with the dirty suit. As long as it is in the possibilities of the employee to solve it and the client is cooperative and respectful of the politics of the place.

Thanks for your question!

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