Oakley Millwork is a supplier of products used in the construction industry. It has a published policy that if a customer places an order from its catalog and the product is not available for immediate delivery, the customer gets the item free. In this example, a(n) _____ creates service expectation levels.
A) Explicit service promise
B) Word-of-mouth communication
C) Situational factor
D) Implicit service promise
E) Service predicator

Question

Quizplus · Accepted Answer

The published policy of Oakley Millwork creates an explicit service promise that if a product is not available for immediate delivery, customers get the item for free. This promise sets a service expectation level for customers.

Oakley Millwork Is a Supplier of Products Used in the Construction