Question

Jerome stopped at brewster's and purchased a chocolate ice cream cone. as he was exiting the store, the cone developed a leak and dripped ice cream all over his expensive suit. at that point, he swore to never buy brewster's ice cream again. in terms of the messages that stakeholders receive, jerome received a(n) ________ message. product functional unplanned service planned

Answer 1

Jerome received an unplanned message because Brewster's could not predict that this event would happen to Jerome and certainly did not plan for this negative experience to occur.