The Guest at a Marriott Stepped in a Mud Puddle

question 51

Multiple Choice

The guest at a Marriott stepped in a mud puddle on his way into the hotel.His pants 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 used his contacts to get a rush cleaning done by a local dry cleaner.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 interactive marketing.
• C) Marriott empowers its employees.
• D) Marriott uses knowledge management.

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Definitions:

Dependent Variable

The variable in an experiment that is expected to change as a result of manipulations made to the independent variable.

Dependent Variable

In scientific research, the variable that is being tested and measured; it is expected to change as a result of variations in the independent variable.

Independent Variable

The variable that is changed or controlled in a scientific experiment to test the effects on the dependent variable.

Independent Variables

In experimental research, variables that are manipulated or controlled by the researcher to study their effect on dependent variables.