When a person's use of a product, service, or organization exceeds her or his expectations positively or negatively, which type of word-of-mouth communication occurs?
A) person-to-person word-of-mouth public relations
B) person-to-person word-of-mouth advertising
C) intentional word-of-mouth communication
D) experiential word-of-mouth communication
E) consequential word-of-mouth communication
Answer: D
Communication & Mass Media
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