Scenario 7

question 95

Multiple Choice

Scenario 7.1 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 7.1. 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:

High-Performing Teams

Groups that exhibit a high level of collaboration and innovation, and consistently achieve superior results.

Unison

involves acting or speaking simultaneously or in agreement, exhibiting a unified or harmonious conformity.

Happenstance

An event or occurrence that happens by chance, without apparent cause.

Nominal Group Session

A structured form of group meeting aiming to generate ideas or make decisions, where each member participates equally.