Last Summer,Kenta and Sawako Spent Part of Their Vacation in St.Louis

Last summer,Kenta and Sawako spent part of their vacation in St.Louis and Boston,staying at the St.Louis Hilton and the Boston Hilton.When they checked in at the St.Louis Hilton the front desk clerk was very friendly and helpful.However,when they checked in at the Boston Hilton,the front desk clerk was cold and indifferent.The inconsistent front desk clerk behaviors experienced by Kenta and Sawako resulted from:

A) Inadequate management of service promises
B) Over-promising in advertising and personal selling
C) Inadequate external marketing communication
D) Inadequate interactive marketing communications
E) Inadequate internal marketing communications