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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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