It is okay for firms to create expectations that are slightly above the service the firm can or will offer, in order to create an effective product-positioning strategy

Which one of the following is typically the first level of impact measures?

A. Readership of program literature D. Adoption of the desired behavior B. Attendance at program events E. Increased knowledge of issue C. Changes in public opinion

You empathize with another person when you

a. feel sorry for his or her plight. b. agree with his or her point of view. c. make him or her feel at ease. d. understand his or her point of view.