Question
O'Brien's Bed and Breakfast operates a small inn in Wilmington, North Carolina. Kay O'Brien knows that customer service and customer satisfaction are the keys to
O'Brien's Bed and Breakfast operates a small inn in Wilmington, North Carolina. Kay O'Brien knows that customer service and customer satisfaction are the keys to staying in business. Indicate by placing an X in the appropriate column whether the following measures are leading or lagging, qualitative or quantitative indicators of customer satisfaction for O'Brien's Bed and Breakfast:
Leading Lagging Qualitative Quantitative
Customer satisfaction score
Guest room cleanliness score
Annual investment in linens
Employee retention
Return visits per year
Time to respond to reservation requests
Percentage of guest rooms ready at check-in
Employee satisfaction
Customer referrals per year
Step by Step Solution
There are 3 Steps involved in it
Step: 1
Get Instant Access to Expert-Tailored Solutions
See step-by-step solutions with expert insights and AI powered tools for academic success
Step: 2
Step: 3
Ace Your Homework with AI
Get the answers you need in no time with our AI-driven, step-by-step assistance
Get Started