Sam Walton, Founder of Walmart, Placed Great Value on Customer

Multiple Choice

Sam Walton, founder of Walmart, placed great value on customer service. He employed greeters to greet customers as they entered the store. Greeters needed to adhere to certain expectations. For instance, greeters were expected to look professional. They were told that whenever a customer was within 10 feet, they must look them in the eye, smile, and greet them. They were also expected to walk customers over to find what they wanted. These expectations best fall under

A) analysis of customer expectations.
B) zone of tolerance.
C) assurance expectations.
D) credence qualities.
E) service quality specifications.