When Santina Purchased a New Refrigerator from Sears, She Was

When Santina purchased a new refrigerator from Sears, she was told by the salesperson that the refrigerator would be delivered to her apartment Thursday between the hours of 1:00 p.m. and 3:00 p.m. However, the refrigerator was not delivered until 4:00 p.m. on Friday. The late delivery caused Santina to be dissatisfied with Sears's delivery service. Santina's dissatisfaction with Sears' delivery service resulted from:

A) Inadequate management of service promises
B) Over-promising and over-delivering
C) Inadequate customer education
D) Excessive horizontal communication
E) Differences in policies and procedures across distribution units