Marriott Hotels trains its front desk employees to dress neatly and conservatively to project a professional image. This relates to the service dimension of tangibles.

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BlackTom AI · Accepted Answer

The scenario describes Marriott enforcing neat and conservative dress for front desk staff to project a professional image, which is about the physical evidence of the service—the appearance and presentation of personnel. 
Option 1: true. This aligns with the tangibles dimension of service quality, which encompasses the physical aspects that customers can see or feel, such as uniforms, facilities, brochures, and other tangible cues that signal service quality. The dress code directly provides a visual cue about professionalism and reliability, reinforcing the service setting. 
Option 2: false. Saying it relates to something other than tangibles would ignore the core idea that tangible elements like attire contribute to the service image. While other service dimensions (such as assurance, empathy, or reliability) may also be affected indirectly by professional presentation, the explicit link here is to tangible cues—the clothing and appearance that customers perceive upon arrival. Therefore, labeling this as unrelated to tangibles would mischaracterize the role of visible, physical evidence in service marketing.

MARKETNG 211-02 FA 25 Quiz #5 Chapters 11 & 13 (Product, Branding, Packaging & Service)

Marriott Hotels trains its front desk employees to dress neatly and conservatively to project a professional image. This relates to the service dimension of tangibles.

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