Elaine Had a Problem with the Computer Printer She Purchased

question 24

Multiple Choice

Elaine had a problem with the computer printer she purchased, and when she called the toll-free service support number, she was told that she had to pay to speak to a service representative. She was so mad that she told all of her friends and family about the problem with the printer and the poor service she received and advised them never to buy that brand. Elaine is exhibiting which postconsumption behavior?

• A) dissatisfaction
• B) switching
• C) negative public publicity
• D) disconfirming
• E) negative word-of-mouth

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Definitions:

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