The Reason Sophia Chose to Stay at a Particular Chain

question 54

Multiple Choice

The reason Sophia chose to stay at a particular chain of bed & breakfast inns was because its web site promises free breakfast at any inn that did not offer a wake-up service.When Sophia stayed at one of the chain's inns,she was allowed to oversleep and missed an important sales call even though she had asked to be awakened at 7:00 AM.The inn manager told her that his hotel did not offer a wake-up service and apologized for her inconvenience.He did not offer her a free breakfast and Sophia swore never to stay at the inns again.The chain of inns needs to:

• A) Underpromise and overdeliver more services
• B) Coordinate its external communications
• C) Create more functional internal marketing channels
• D) Use more centralization of service definition
• E) Use transformational advertising

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Definitions:

Reticular Activating System

A network of neurons located in the brainstem that plays a key role in regulating wakefulness and sleep-wake transitions.

Peripheral Nervous System

The peripheral nervous system is the part of the nervous system that consists of the nerves and ganglia outside of the brain and spinal cord, connecting the central nervous system to limbs and organs.

Spinal Cord

A long, thin, tubular structure made up of nervous tissue, which extends from the brainstem down the back and transmits neural signals between the brain and the rest of the body.

Cross-Sectional View

Provides a view of an object as if it were sliced perpendicularly to show its internal structure.