Across
- 2. emotional commitment employees have toward their work
- 3. treating employees and guests with dignity
- 5. being responsible for one’s actions and performance
- 6. ability developed through training
- 8. a company’s guiding belief system that shapes service behavior
Down
- 1. giving employees authority to solve guest problems without approval
- 4. target set for performance or service
- 7. suggestion for improving guest experience