Eddie Bauer,a Catalog Retailer,offers Customers Three Different Delivery Options: 5

question 7

Multiple Choice

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