Albert works as a server for a restaurant that gives him a certain amount of autonomy. For example, if customers complain about their meal, Albert is allowed to provide them with a free dessert or otherwise compensate them as he deems appropriate. He does not need to check with management before he makes his decision. In this case, the restaurant Albert works for is promoting better service quality through
a) touchpoints.
b) reduction of defects.
c) empowerment.
d) strict regulations.
e) innovation.
Answer C
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Marketing
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