An upscale hotel located in New York City wants to exceed the service expectations of all of its guests. It does this by recruiting hotel staff with a strong service mentality, training them on customer service practices, evaluating their job performance in terms of customer service, and rewarding them for customer service. This would be an example of which type of alignment?
a. Vertical alignment
b. Lack of horizontal alignment
c. Horizontal alignment
d. Lack of vertical alignment
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