Reginald greets his regular customers by name every morning when they come in for coffee.He offers them a taste of anything special he is cooking that day.He has a database with their birthdays,and offers them free meals on their birthdays.Reginald hopes that this attention to his "regulars" will encourage them to
A) assist him in meeting his functional needs.
B) always include his firm in their universal set.
C) extend problem solving beyond ritual consumption.
D) internalize impulse attitudes.
E) spread positive word of mouth.

Question

Quizplus · Accepted Answer

Reginald's actions are meant to build a relationship with his regular customers and make them feel valued. This is likely to encourage them to speak positively about his business to others, which is the definition of positive word of mouth.

Reginald Greets His Regular Customers by Name Every Morning When