Over-estimating the role of character traits while under-estimating the role of the situation is

When one person tells another person that an organization has superior customer service, this would be considered which of the following?

A) person-to-person word-of-mouth public relations B) person-to-person word-of-mouth advertising C) person-to-the-masses word-of-mouth advertising D) experiential word-of-mouth communication E) consequential word-of-mouth communication

If you decide to administer an audience survey during class, which of the following is sound

advice? A) Limit your survey to a few good questions that can be answered in the time available. B) Make your survey as comprehensive as possible. C) Avoid asking open-ended questions. D) Avoid having your classmates to select a response from a list of options.