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

Business

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What will be an ideal response?

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A) I B) me C) we

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Business