When a company underpromises but overdelivers with respect to its services, it is said to be practicing ___________.
A) Inferior service management
B) Sandbagging
C) Customer salience management
D) Customer expectations management
E) None of the above

Question

Quizplus · Accepted Answer

When a company underpromises but overdelivers with respect to its services, it is said to be practicing customer expectations management. This is a strategy where a company sets lower expectations for its products or services, only to exceed them, resulting in increased customer satisfaction and loyalty. This approach helps to avoid disappointment, build trust, and establish a good reputation. Options A, B, and C are not relevant in this context.

When a Company Underpromises but Overdelivers with Respect to Its