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      Question

      How a person establishes expectations for a service they

      have never purchased but plan to purchase is influenced by each of the following EXCEPT:
      A word-of-mouth communications Correct Answer Incorrect Answer
      B personal needs Correct Answer Incorrect Answer
      C previous experience Correct Answer Incorrect Answer
      D promotional activities Correct Answer Incorrect Answer
      E None of these Correct Answer Incorrect Answer

      Solution

      Expectations are influenced by word-of-mouth communications, personal needs, past experiences, and promotional activities - but not past experiences in the case of services yet to be experienced.

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