Zoë was looking for a kennel to board her cocker spaniel for 2 weeks while she goes on vacation.There are 2 kennels close to her home.One charges $50 per week and the other charges $125 per week.Zoë chose the higher priced service because her dog is like a member of the family and she wanted it to have the best possible care while she was away.Zoë's service expectation level was determined by a(n):
A) Explicit service promise
B) Perceived service alternative
C) Word-of-mouth communication
D) Implicit service promise
E) Marketing testimonial

Question

Quizplus · Accepted Answer

Zoë's decision to choose the higher priced kennel based on her desire for her dog to have the best possible care while she was away suggests that her service expectation level was determined by an implicit service promise. Implicit service promises refer to customers' expectations based on their personal beliefs and values, rather than explicit promises made by the service provider.

Zoë Was Looking for a Kennel to Board Her Cocker