Janet Sets Up Her New Interior Decorating Business and Advertises

Janet sets up her new interior decorating business and advertises her expertise in high-quality draperies and other window treatments.One of her first customers is extremely dissatisfied with Janet's work,so Janet redoes the job at her own expense because she knows how powerful ____ is (are) for services and wants to stay in business.

A) service expectations
B) word-of-mouth communication
C) zones of tolerance
D) customer perceptions
E) experience qualities

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