Scenario 6.1 Use the Following to Answer the Questions

question 53

Multiple Choice

Scenario 6.1
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, Kate has asked several of her friends and family members where they have their cars repaired, since she has experienced a problem starting her car when the weather is cold. Kate has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. Steve, one of Kate's friends, had a very poor experience with Skola's. However, once he complained to them, they fixed the situation and now he prefers their auto repair shop over others.
-Refer to Scenario 6.1. Positive feelings generated by satisfaction with Skola's response will become part of Steve's:

• A) consideration set.
• B) motives.
• C) selective retention.
• D) response.
• E) attitude.

---

Definitions:

Belongingness Motivation

The fundamental human need and desire to form and maintain strong, stable interpersonal relationships.

Socially Connected

The feeling or state of being close and interconnected with others, often contributing to a sense of belonging.

Premature Death

Death that occurs before the average age of death in a certain population, often due to disease or external factors.

Mental Health Problems

A broad range of conditions affecting a person's psychological, emotional, or social well-being.