Eddie Bauer, a Catalog Retailer, Offers Customers Three Different Delivery

Eddie Bauer, a catalog retailer, offers customers three different delivery options: 5 to 7 days via standard delivery; 3 to 4 days via express delivery; or 2 days via express plus delivery. The delivery rates are higher for faster service. For example, on orders over $75 standard delivery is $9.95, express delivery is $15.95 and express plus delivery is S18.95. By offering different delivery options, Eddie Bauer is:

A) Making multilevel service promises
B) Managing service promises
C) Managing customer expectations
D) Managing horizontal communications
E) Exceeding customer expectations

Correct Answer:

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