Everyone Has a Fast-Food Restaurant Horror Story, but McDonald's with the Help

Multiple Choice

Everyone has a fast-food restaurant horror story, but McDonald's with the help of technology is working to greatly reduce bad experiences at its restaurants. Some McDonald's restaurants have installed simulation software that tells employees when they are about to get busy and how much food to put on the grill. While _____ lead to dissatisfying transactions, it is hoped that _____ in the form of new technology will lead to satisfying transactions.

A) Word-of-mouth communication; explicit service promises
B) Past experiences; situational factors
C) Implicit service promises; past experiences
D) Explicit service promises; situational factors
E) Past experiences; self-perceived service role