The Reason Sophia Chose to Stay at a Particular Chain

The reason Sophia chose to stay at a particular chain of bed & breakfast inns was because its web site promises free breakfast at any inn that did not offer a wake-up service.When Sophia stayed at one of the chain's inns,she was allowed to oversleep and missed an important sales call even though she had asked to be awakened at 7:00 AM.The inn manager told her that his hotel did not offer a wake-up service and apologized for her inconvenience.He did not offer her a free breakfast and Sophia swore never to stay at the inns again.The chain of inns needs to:

A) Underpromise and overdeliver more services
B) Coordinate its external communications
C) Create more functional internal marketing channels
D) Use more centralization of service definition
E) Use transformational advertising