When Selena Purchased a New Refrigerator from Sears,she Was Told

When Selena purchased a new refrigerator from Sears,she was told by the salesperson that the refrigerator would be delivered to her apartment Thursday between the hours of 1:00 p.m.and 3:00 p.m.However,the refrigerator was not delivered until 4:00 p.m.on Friday.The late delivery caused Selena to be dissatisfied with Sears' delivery service.Selena's dissatisfaction with Sears' delivery service resulted from:

A) Inadequate management of service promises
B) Over-promising and over-delivering
C) Inadequate customer education
D) Excessive horizontal communication
E) Differences in policies and procedures across distribution units

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