Question

Martha had several unpleasant experiences trying to find the merchandise she needed at a large lumber yard and hardware store. The employees—when she could find them—rarely seemed to know where anything was outside of their own departments. But on her most recent visit, she was pleasantly surprised to find that the store had installed kiosks where she could get directions quickly and accurately. The store had found a technological solution to the services marketing issue of

Answer 1

Answer: heterogeneity  

Explanation: In the given case, the stores at which Martha was shopping had huge number of products and it was hard for customer to found all these. The diversity in product offered was not getting managed properly.

    Thus by installing the new direction system the store has found the solution of heteroginity as now they can offer as much product as they can without any problem of customer  finding them while coming in for buying.

Answer 2

Answer:

hetorgenity

hope this helps