Mark Thomas Has Observed That Shell Delivers on Its Promises

question 146

Multiple Choice

Mark Thomas has observed that Shell delivers on its promises to supply the best gasoline possible to the driving public. Shell promotions, employees, and distributors send a common and consistent message about delivering on Shell promises to Mr. Thomas. A good term that describes what occurs when customers experience the company as delivering on its brand promise is

• A) brand attitude.
• B) brand enhancement.
• C) brand bonding.
• D) brand belief.
• E) brand image.

---

Definitions:

Emotions

Complex reactions that involve physiological arousal, expressive behaviors, and conscious experience, affecting human behavior and decision-making.

Moods

Generalized positive or negative feelings of mind.

Emotions

Complex psychological states that involve a subjective experience, physiological response, and a behavioral or expressive response.

Moods

Affected states of feeling that can influence an individual's perception and behaviors over time, not tied to any specific event or object.