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. Word-of-mouth communication
B. A social needs philosophy
C. Her ego-oriented definition of service
D. Explicit service promises
E. Transitory need intensifiers
Answer: A
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