Scenario 7

question 22

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. 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.

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Definitions:

Virtual Technologies

Digital tools and platforms that create simulated environments for communication, interaction, and entertainment.

Human Mind

The collective mental capabilities and processes related to thought, perception, consciousness, judgment, and emotions in humans.

Mass Media

Forms of communication, such as newspapers, magazines, radio, television, and digital platforms, that reach a large audience simultaneously, shaping public opinion and culture.

Communication Technologies

Tools and platforms that facilitate the transfer of information between entities over distances, including the internet, broadcasting media, and telecommunication systems.