Johanna wants to learn self-defense and has signed up for a class at her local YMCA. She chose this particular class because her sister took it last year and has not felt like a victim since then. While Johanna has never had a need to defend herself, everyone tells her it is a good idea to learn how. Johanna's service expectation for the class was shaped by:
A) A social needs philosophy
B) Word-of-mouth communication
C) Explicit service promises
D) Transitory need intensifiers
E) Her ego-oriented definition of service

Question

Quizplus · Accepted Answer

Johanna's service expectation was shaped by word-of-mouth communication from her sister who took the class previously.

Johanna Wants to Learn Self-Defense and Has Signed Up for a Class