Velma Was Preparing to Take Her First Airplane Trip in More

Multiple Choice

Velma was preparing to take her first airplane trip in more than 20 years. One of the primary reasons why she has not flown is because she is over six feet tall and she hated how close the seats were. Just prior to making plane reservations, she saw an article in a travel magazine congratulating United and American Airlines for increasing the room between passenger seats. She did not have time to read the whole article-just the first paragraph. She made her reservations on United Airlines with the knowledge that she would not have to feel like she was "shoe horned" into her seat. When she boarded the plane, she was struck with how close the seats appeared. Then she learned United had only increased the room for the first six rows and American had made sure that every seat had extra room. Velma's service expectation levels were shaped by:

A) Explicit service promises and word-of-mouth communications
B) Past experience and word-of mouth communication
C) Implicit and explicit service promises
D) Implicit service promises and predicted service
E) Past experience and explicit service promises