During the Days Following Hurricane Katrina,telephone and Internet Service Was

question 74

Multiple Choice

During the days following Hurricane Katrina,telephone and Internet service was poor across a wide area because so many people were trying to get in touch with friends and relatives.Customers of these services soon realized that they should not expect the level of service they were accustomed to prior to the hurricane.These customers were quite forgiving during this time because they recognized that service performance was being affected by:

• A) Predicted service
• B) Uncontrollable situational factors
• C) Personal situational factors
• D) Derived service expectations
• E) Implicit service promises

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