When Tom and Ruth Checked Out of the Marriott Hilton

question 58

Multiple Choice

When Tom and Ruth checked out of the Marriott Hilton Head Resort,they were each given a brief postage paid survey to complete and return through the mail.The survey asked 15 questions about their stay at the Marriott Resort.It covered such attributes as overall satisfaction,check-in speed/efficiency,cleanliness,decor and comfort of their room,friendliness and efficiency of the staff,quality of dining experience,quality of merchandise/gift shop,intention to return,and willingness to recommend to friends.Which of the following types of research did Marriott conduct?

• A) Complaint solicitation
• B) Critical incidents studies
• C) Relationship surveys
• D) Trailer calls
• E) Lost customer research

---

Definitions:

Consumer Credit

A type of personal loan or credit extended to consumers for the purchase of goods and services, repayable in installments or at a later date.

Business Loans

Financial products offered by banks and financial institutions to companies for the purpose of funding operations, expansions, or investments.

Commercial Loans

Commercial loans are debt-based funding agreements between businesses and financial institutions, used primarily for business purposes.

Truth In Lending Act

Legislation at the national level that facilitates educated decisions about consumer credit use by demanding information on its terms and fees be made available.