Use the Following to Answer Questions

question 118

Multiple Choice

Use the following to answer questions
When making purchasing decisions, consumers use information from many sources, including friends and family members.One of the most dissatisfying consumer experiences is with auto repair.Aware of this, Karla has asked several of her friends and family members where they have their cars repaired.She has trouble starting her car starting when the weather is cold.Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment.However, one of her friends, Steve, had a very poor experience with Skola's.When he complained to them, they immediately fixed the situation, and now he prefers their auto shop over others.
-The change in Steve's behaviour towards Skola's Auto Repair, which was caused by the company's response to his complaint, is a function of:

• A)perception.
• B)motivation.
• C)attitude.
• D)learning.
• E)influence.

---

Definitions:

Long-term Memory

A type of memory that holds information for a long duration, potentially as long as a lifetime.

High Consistency

The extent to which a person's behavior remains stable and uniform across different situations and over time.

Low Distinctiveness

A characteristic of an action where it is not unique to a specific situation but occurs in many different contexts.

Emotionally Salient

Refers to events, information, or stimuli that have a strong emotional impact or significance to an individual.