How a person establishes expectations for a service not yet experienced is influenced by __________, personal needs, past experiences, and promotional activities.
A)the economy
B)consumer income
C)word-of-mouth communications
D)competitive trends
E)how the organization delivers its service

Question

Quizplus · Accepted Answer

Word-of-mouth communications can heavily influence a person's expectations for a service that they have not yet experienced. Personal needs and past experiences can also play a role, but word-of-mouth is specifically related to hearing about others' experiences with the service. The economy, consumer income, competitive trends, and how the organization delivers its service may also have some influence, but these factors are not directly related to establishing expectations.

How a Person Establishes Expectations for a Service Not Yet