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

Question

Quizplus · Accepted Answer

Past experiences can shape a person's expectations for a service even if they haven't yet experienced it themselves. Word-of-mouth communications, personal needs, competitive trends, and promotional activities can also have an impact, but past experiences are the most relevant to this question. The economy and consumer income may also play a role in overall consumer behavior but would not be the primary factor in establishing expectations for a service.

How a Person Establishes Expectations for a Service Not Yet