Many tourists come to the Bahamas for sun and relaxation. They also dine, shop, and snor- kel by day. At night comes more dining, parties, and perhaps gambling. As an excursion, tourists have come to long for something unique. A niche tour for those who want to expe- rience a wonder of nature is a guided kayaking tour through the glowing algae. It has an intriguing allure to tourists, and many inquire about it. In order to do this, tourists are shuttled to a remote spot near the beach around 9 P.M. They watch a small instructional film and demonstration. Then, they are given gear and kay- aks. They carry or drag the kayaks down to the beach, get in the water, and are acquainted with the boats and paddles. Once everyone is in and adjusted, they paddle together out to the reef. This paddling takes about 45 minutes and is done in the near-total darkness. Finally, they reach the glowing algae and, for most, it all seems worthwhile. It lights up and glows as the kayaks pass over the top of them. The bio-luminescent awe is tranquil. As great as it is, the experience is not for the weak, and the tour company receives complaints. It seems that people either love it or hate it. Despite stating upon making res- ervations that it is a kayak tour and tourists should be in good physical shape, not everyone is prepared for the tour. Occasionally, paddlers tire and need to be towed or assisted. Some tire from dragging the kayaks down to the water. Occasionally, the tide is strong and the water rough. Sometimes a storm blows in unex- pected rains, making it miserable. On rare occasions, sharks are spotted, and although no attacks have ever been reported, it scares the tourists. 1. List the inherent issues with Glowing Algae Tours. 2. What is outside their control? 3. What is within their control? 4. How could the company reduce the number of guest complaints