Oakley Millwork Is a Supplier of Products Used in the Construction

Multiple Choice

Oakley Millwork is a supplier of products used in the construction industry. It has a published policy that if a customer places an order from its catalog and the product is not available for immediate delivery, the customer gets the item free. In this example, a(n) _____ creates service expectation levels.

A) Explicit service promise
B) Word-of-mouth communication
C) Situational factor
D) Implicit service promise
E) Service predicator