Martha Had Several Unpleasant Experiences Trying to Find the Merchandise

question 103

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) variability.

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Definitions:

Roles

The functions or parts played by individuals or things in a particular situation, system, or context.

Problem-Solving Teams

Problem-solving teams are groups of individuals who come together with the specific task of addressing and resolving issues or challenges within an organization or project.

Specific Issues

Particular problems or matters that need to be addressed or resolved.

Empowered

The state of feeling self-empowered to take control of one's own destiny, making decisions, and acting upon them to effectuate change.