When Marriott decided to improve the quality of service offered to customers, it asked special corporate guests to comment on the good and bad issues of their stay and also to tell what the competition is doing that is better than Marriott. The Marriott acted accordingly. In other words, it used ____.
A)benchmarking
B)data decentralization
C)information processing
D)mirroring
E)comparative criterion

Question

Quizplus · Accepted Answer

Benchmarking involves comparing one's business processes and performance metrics to industry bests or best practices from other companies. Marriott used feedback from guests to compare its services with competitors and improve accordingly.

When Marriott Decided to Improve the Quality of Service Offered