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.

---

Definitions:

September 11 Attacks

Coordinated terrorist attacks by the Islamic extremist group al-Qaeda against the United States on September 11, 2001, leading to significant global impact.

Borderlands

Areas near or along a border that serve as zones of interaction and often conflict between neighboring nations or cultures.

Federal Emergency Management Agency (FEMA)

A U.S. government agency tasked with coordinating the response to disasters that occur in the United States and overwhelm local and state authorities.

George W. Bush

The 43rd President of the United States (2001–2009), known for leading the country during the September 11 attacks and initiating the Iraq War.