SOLVED

111) A bank would have discovered a critical incident if an examination of customer complaints revealed its customers were upset because they had to stand in line too long. 112) Customers whose complaints are resolved quickly are no more likely to buy from the same company again than are customers whose complaints are resolved slowly. 113) Companies should identify critical incidents so they can plan how to recover before a problem even occurs. 114) Fashion designer Oscar Renta reverting to his old family name of de la Renta because it sounded more elegant is an example of the product improvement approach. 115) The pure selling approach in marketing is exclusively associated with tangible items. 116) Using the product improvement approach, a marketer would focus on proactively changing the environment to meet the qualifications or offerings of the person. 117) An ad inviting businesses to locate manufacturing plants in a certain city or region is an example of place marketing. 118) To implement the market fulfillment approach, an agent would first identify a client and then identify an unmet need in the market that client could fulfill. 119) In the future, global deregulation will likely affect the delivery of services of banks and other financial service industries by reducing competition. 120) The trend of proliferation of information will provide greater opportunities for database services, artificial intelligence systems, and other services that facilitate the storage and transfer of knowledge. 121) A package delivery company sells intangibles to its customers. 122) A tanning salon is an example of a people-based service. 123) One augmented service of having a dog care professional shampoo your dog is the removal of the dog’s unpleasant smell. 124) By allowing employees to spend up to $2,500 to compensate guests for certain inconveniences, Marriott is empowering its employees to quickly recover from critical incidents. 125) The talent agency that is trying to convince Berry College to hire a motivational speaker for the college’s homecoming festivities is marketing people.