Martha Had Several Unpleasant Experiences Trying to Find the Merchandise

question 90

Multiple Choice

Martha had several unpleasant experiences trying to find the merchandise she needed at a large lumber yard and hardware store.The employees-when she could find them-rarely seemed to know where anything was outside of their own departments.But on her most recent visit,she was pleasantly surprised to find that the store had installed kiosks where she could get directions quickly and accurately.The store had found a technological solution to the services marketing issue of

• A) intangibility.
• B) part-time employees.
• C) perishability.
• D) inseparability.
• E) heterogeneity.

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Definitions:

Strategic Thinking

The process of analyzing critical factors and variables that will influence the long-term success of a business, then mapping out actions to achieve desired goals.

Industry Attractiveness

A measure of the potential profitability and prospects for growth within a particular industry or market sector.

Bargaining Power of Buyers

The influence that customers have over a producing industry, often affecting pricing, quality, and terms of sale.

Degree of Rivalry

The extent and intensity of competition among businesses within the same industry.