Question

The broadmoor hotel in colorado springs, colorado, maintains its five-star rating by focusing on five service characteristics: reliability, responsiveness, assurance, empathy, and tangibles. Employees are instructed to always address a guest by name, if possible. To accomplish this, employees are trained to listen and observe carefully to determine a guest's name. Which service characteristic is this an example of

Answer 1

Answer:

The behaviorally anchored rating scale performance appraisal system tries to improve performance ratings by forcing managers to: Rate employees based on their actions, not their traits.