Eddie Bauer, a catalog retailer, offers customers three different delivery options: 5 to 7 days via standard delivery; 3 to 4 days via express delivery; or 2 days via express plus delivery. The delivery rates are higher for faster service. For example, on orders over $75 standard delivery is $9.95, express delivery is $15.95 and express plus delivery is S18.95. By offering different delivery options, Eddie Bauer is:
A. Making multilevel service promises
B. Communicating criteria for service effectiveness
C. Managing customer expectations
D. Managing horizontal communications
E. Exceeding customer expectations
Answer: C. Managing customer expectations