Use the Following to Answer the Questions

question 74

Multiple Choice

Use the following to answer the questions.
Consumers use information from many sources when making purchasing decisions,including information from friends and family members.One of the most dissatisfying consumer experiences is with auto repair.Aware of this,Karla has asked several of her friends and family members where they have their cars repaired,since she has been experiencing a problem with her car starting when the weather is cold.Karla has heard that Skola's Auto Repair has reasonable prices,but it can be difficult to get an appointment.However,one of her friends,Steve,had a very poor experience with Skola's.Once he complained to them,they fixed the situation and now he prefers their auto shop over others.
-Refer to Scenario 6.1.The change in Steve's behavior toward Skola's Auto Repair,caused by the company's response to his complaint,is a function of

• A) perception.
• B) motivation.
• C) attitudes.
• D) learning.
• E) influence.

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Definitions:

Treatments

Medical interventions, therapies, or procedures applied to relieve or heal a disorder.

Group

A collection of individuals who come together for a common purpose or share a common characteristic.

Behavioral

Pertaining to actions or reactions that an organism makes in response to external or internal stimuli.

Biomedical Therapies

Treatments for mental disorders and other ailments that involve medication, surgery, or other medical interventions.