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:

Narrowly Defined Jobs

Positions that have very specific tasks and responsibilities, limiting the scope of what the employee does.

Broadly Defined Jobs

Positions characterized by wide-ranging responsibilities and duties, allowing for flexibility and varied tasks.

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Human Resource Manager

A professional responsible for overseeing the development and implementation of HR policies, programs, and services, including recruitment, selection, training, and employee relations.