Answered: A JetBlue flight recently got delayed…

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

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Question

A JetBlue flight recently got delayed in landing and passengers were stranded on the Tarmac for four hours without food. This is clearly a case of service failure. Needless to say, the passengers were fuming at the airline. Which of the following would you advise JetBlue NOT to do?

offer a short response saying that the terms of ticket exempt the airline from any responsibility

implement preemptive solutions to mitigate future problems

resolve the conflict as quickly as possible

listen to passengers' complaints

2-In the 1970s, Pepsi ran a slew of commercials with the tagline "Have a Pepsi day!". Which of the following is the best describes Pepsi's advertising?

Reminder

Humorous

Persuasive

Informative

Ferrari automobile company is known for making a limited number of mostly hand-crafted sports cars each year. Ferrari will most likely choose a(n) ________ distribution strategy

Group of answer choices

independent

selective

intensive

exclusive

FedEx takes pride in on time delivery of packages, however, during the Black Friday online sales boom this past November, many recipients found their packages arriving later than promised. This is an example of a ________ gap in services marketing.

Group of answer choices

communication

knowledge

standard

delivery

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