Johanna Wants to Learn Self-Defense and Has Signed Up for a Class

question 4

Multiple Choice

Johanna wants to learn self-defense and has signed up for a class at her local YMCA.She chose this particular class because her sister took it last year and told her it was a great class.While Johanna has never had a need to defend herself,everyone tells her it is a good idea to learn how.Johanna's service expectation for the class was shaped by:

• A) A social needs philosophy
• B) Word-of-mouth communication
• C) Explicit service promises
• D) Transitory need intensifiers
• E) Her ego-oriented definition of service