Marriott hotels are noted for their fantastic service. Their motto is "Ladies and gentlemen serving ladies and gentlemen." To build and maintain this level of service, which of the following guidelines should managers follow?

A) precisely defining employees' normal job requirements and ensuring they perform those actions alone
B) giving service-contact employees continual training on product knowledge, listening, and other behavioral skills
C) designing jobs with rigid rules and procedure that employees should stick to in order to satisfy customers
D) preserving the discretion to make day-to-day decisions on job-related activities at the top level of management

Answer: B