When Selena purchased a new refrigerator from Sears, she was told by the salesperson that the refrigerator would be delivered to her apartment on Thursday between the hours of 1:00 p.m. and 3:00 p.m. However, the refrigerator was not delivered until 4:00 p.m. on Friday. The late delivery caused Selena to be dissatisfied with Sears's delivery service. Selena's dissatisfaction with Sears' delivery service resulted from:
A. Differences in policies and procedures across distribution units
B. Inadequate customer education
C. Inadequate management of service promises
D. Excessive horizontal communication
E. Over-promising and over-delivering
Answer: C
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