Describe the intangible and tangible variables that impact service quality at The Ritz-Carlton.

Describe the intangible and tangible variables that impact service quality at The Ritz-Carlton.
Analyze how those variables gave The Ritz-Carlton a competitive advantage over the competition in the hotel industry in general and in Washington, DC.
Explain the challenges Ritz-Carlton experienced in determining customer expectations and perceptions during its opening. How did they overcome these challenges?
Referencing the three influences discussed in the readings, how did Ritz-Carlton plan to address desired and adequate service expectations of the first guests who stayed at the new hotel?