1. In what ways could the Ritz Car]ton monitor its success in achieving quality ? Quality of a service is different in many ways to quality of a product . According to the text , "service quality is judged on the basis of whether it meets expectations [Jayl4 ] In other words ,the quality of a service can only be measured by the customer and how well they compare the service offered to previous services they have experienced . In this way; it can become a challenge to measure how successful a company has been at delivering a quality service . However , there are several methods that can be utilized to measure the successful delivery of a quality service . One of the most popular is using customer surveys where each customer is asked to fill out a questionnaire that highlights various aspects of their experience and how satisfied they are afterwards . This provides useful information back to the manager , if the information given is accurate . Another way to measure successful quality delivery is to establish standards in various areas such as appearance, courtesy, and others. Once the standards are established , then results can be measured to see how often those standards are being met. An interesting method described in the text describes how many hotel companies are now utilizing spies in a sense to inspect the service level that is offered . The company does not know when they are going to be inspected or by whom which offers a non biased evaluation of the