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 told her it was a great class.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

The fact that Johanna's sister took the class and recommended it is an example of word-of-mouth communication shaping Johanna's service expectations.

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