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:

Breakdowns

Refers to the failure of a system, process, machinery, or equipment, leading to a halt in operations or productivity.

Routine Inspections

Regular, scheduled examinations or checks of equipment, facilities, or processes to ensure they are in good condition and comply with standards.

Depot Service

A support service that repairs and maintains equipment at a central location outside the customer's premises.

Maintenance Department

A division within an organization responsible for the upkeep, repair, and smooth operation of equipment and facilities.