When dr. horton 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. karen, the night clerk, offered to find a 24-hour dry cleaner and have the suit cleaned while dr. horton got a few hours of sleep. karen's actions are an example of:
a. the variability associated with service quality performance.
b. empowerment of employees to meet customers' needs.
c. procedural fairness.
d. specific service standards.
e. public relations to increase puffery.