The Guest at a Marriott Hotel Stepped in a Mud

question 43

Multiple Choice

The guest at a Marriott hotel stepped in a mud puddle on his way into the hotel.His shoes were drenched,and he had planned to wear them to an important sales presentation in an hour.The hotel concierge saw the guest's unhappy face and asked if he could help.After learning of the problem,the concierge called a nearby shoe store and had a new pair sent over.Why was the concierge able to handle the situation in a matter that created customer satisfaction?

• A)Marriott has a sales orientation.
• B)Marriott uses knowledge management.
• C)Marriott limits customer interactions.
• D)Marriott empowers its employees.

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Definitions:

Cross Elasticity

Measures how the quantity demanded of one good responds to a change in the price of another good, indicating their degree of substitutability or complementarity.

Specific Product

A product distinguished by its unique characteristics or identified for a particular use or market.

Inelastic Demand

A situation in which the demand for a product does not significantly change in response to price changes, often because there are few or no substitutes available.

Antidrug Policy

Government or organizational policies aimed at reducing the production, distribution, and consumption of illegal drugs.