Cookies is a retail store where customers host parties for guests to bake and decorate cookies. The store offers customers their money back if the party experience is boring. Cookie's is:
A. Creating tiered-value offerings to improve customer education
B. Preparing customers for the service process through customer education
C. Offering a service guarantee to manage customer expectations
D. Featuring the servicescape as a tool for integrating its marketing communications
E. Confirming that performance equals performance standards to manage customer expectations
Answer: C. Offering a service guarantee to manage customer expectations