The romantic mountain getaway seemed like the perfect Valentine's Day gift.The pictures in the brochure showed couples enjoying the amenities in their cabins.When the couple arrived,they found a cold,uninviting cabin with a shortage of creature comforts--no down-filled blankets,no wood for the fireplace,paper plates and cups and a broken chair.In this service example,the _____ was not what the customers expected.
A) Internal marketing
B) Management-driven service
C) Interactive communication
D) Relationship marketing
E) Servicescape

Question

Quizplus · Accepted Answer

The keyword "amenities" in the brochure corresponds with the servicescape element of the service, which is the physical environment in which the service is delivered. The service failed to meet the customers' expectations in terms of the servicescape, resulting in a cold and uninviting cabin. Therefore, the answer is E.

The Romantic Mountain Getaway Seemed Like the Perfect Valentine's Day