If a Product Initially Fails to Live Up to the Customer's

question 69

Multiple Choice

If a product initially fails to live up to the customer's expectations, which dimension of quality might salvage the sale and the company's reputation?

• A) psychological impressions
• B) fitness for use
• C) support
• D) value

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Definitions:

Behaviorists

Psychologists who focus on observable behaviors and the ways in which they're learned.

Personality

The mix of feelings, attitudes, and behaviors that make up a person's response habits.

Type B Personality

Person who is relaxed and laid back, less driven and competitive than Type A, and slow to anger.

Competitiveness

The inclination to strive for success or superiority in a scenario, often through comparing achievements with oneself or others.