Bea knows from reviewing customer complaints that service quality at the hotel she manages is not consistently meeting customers' expectations, and she believes the biggest problem is that her employees are not sure what is expected of them. To improve service quality, Bea should Multiple Choice separate intangibles from tangibles. establish a broad zone of intolerance to reduce customer complaints. set specific, measurable service goals based on customers' expectations. narrowly define a knowledge gap. empower customers to meet their own service needs