Johanna wants to learn self-defense and has signed up for a class at her local YMCA. She chose this particular class because her sister took it last year and told her it was a great class. While Johanna has never had a need to defend herself, everyone tells her it is a good idea to learn how. Johanna's service expectation for the class was shaped by:

The correct answer is letter "B": Word-of-mouth communication.

Explanation:

Word-of-mouth communication or Word-of-mouth marketing is an advertising method based on referrals from consumers who used a determined good or service and consider what they acquired fulfilled their expectations or even went beyond what they were expecting. The use of technology and social media has made Word-of-mouth marketing to become common since anybody can share their opinions about anything.

answer; /// that is so (false);

the correct answer is b.)