When Selena Purchased a New Refrigerator from Sears,she Was Told

question 44

Multiple Choice

When Selena purchased a new refrigerator from Sears,she was told by the salesperson that the refrigerator would be delivered to her apartment on Thursday between the hours of 1:00 p.m.and 3:00 p.m.However,the refrigerator was not delivered until 4:00 p.m.on Friday.The late delivery caused Selena to be dissatisfied with Sears's delivery service.Selena's dissatisfaction with Sears' delivery service resulted from:

• A) Inadequate management of service promises
• B) Over-promising and over-delivering
• C) Inadequate customer education
• D) Excessive horizontal communication
• E) Differences in policies and procedures across distribution units

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Definitions:

Durkheim

A founding figure in sociology known for his work on social solidarity, the division of labor, and the sociological study of religion and suicide.

Social Exchange Theory

A theoretical perspective that explains social change and stability as a process of negotiated exchanges between parties.

Interactions

Exchanges or communications between two or more individuals, which can influence attitudes, beliefs, and behaviors.

Rewards or Punishments

Incentives or consequences used to influence behavior and encourage compliance with rules, norms, or expectations.