a person establishes expectations for a service not yet experienced is influenced by __________,personal needs,past experiences,and promotional activities.
A) the economy
B) consumer income
C) word-of-mouth communications
D) competitive trends
E) how the organization delivers its service

Question

Quizplus · Accepted Answer

Word-of-mouth communications can greatly influence a person's expectations for a service they have not yet experienced. They may hear positive or negative comments from friends, family, or online reviews that can shape their expectations. Personal needs and past experiences are also important factors, but they may not always be relevant to the specific service being considered. Promotional activities, such as advertising or marketing, can also play a role in shaping expectations, but they may not always be trusted by the consumer.

A Person Establishes Expectations for a Service Not Yet Experienced