When ramona, the keynote speaker at a major business leaders' conference, arrived in the middle of the night at the ritz-carlton, she was exhausted and her suit was wrinkled from her 10-hour plane trip. the night clerk found someone to dry clean ramona's suit and have it ready for her morning presentation. she has been a loyal ritz-carlton customer ever since. in this example, ritz-carlton demonstrated the macro strategy of
a. operational excellence. b. global excellence. c. customer excellence.
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