Which of the following is NOT a company-controlled factor that influences customer expectations?
A. Advertising
B. Personal selling
C. Employee appearance
D. Word-of-mouth communication
E. Pricing strategy
Answer: D. Word-of-mouth communication
Which of the following is NOT a company-controlled factor that influences customer expectations?
A. Advertising
B. Personal selling
C. Employee appearance
D. Word-of-mouth communication
E. Pricing strategy
Answer: D. Word-of-mouth communication