It is acceptable for firms to create expectations that exceed the service that can or will be offered,if it will attract customers.

Question

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It is not acceptable for firms to create expectations that exceed the service that can or will be offered, even if it will attract customers. Doing so can create disappointment, distrust, and negative word-of-mouth for the company. It is important for firms to manage customer expectations appropriately and deliver on the promises that are made.

It Is Acceptable for Firms to Create Expectations That Exceed