$4$ points

When Dr$.$ Ross 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$.$ Dorina, the night clerk, offered to find a $24-$hour dry cleaner and have the suit cleaned while Dr$.$ Ross got a few hours of sleep. Dorina's actions are an example of procedural fairness.

empowerment of employees to meet customers' neech

the variability associated with service quality performance.

specific service standards.

public relations to increase puffery.