Elaine Had a Problem with the Computer Printer She Purchased

question 41

Multiple Choice

Elaine had a problem with the computer printer she purchased.When she called the toll-free service support number,she was told that she had to pay to speak to a service representative.It made her so unhappy 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.According to the information given in this case,which of the following postconsumption behaviors best describes Elaine's behavior?

• A) Loyalty
• B) Switching
• C) Avoidance
• D) Disconfirmation
• E) Negative word-of-mouth

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Definitions:

Educating Yourself

The continuous process of acquiring new knowledge, skills, and understanding, ideally throughout an individual’s life, to adapt and grow personally and professionally.

Consumer Experience

The sum of all experiences a customer has with a company or brand, from their initial discovery to post-purchase interactions, often influencing satisfaction and loyalty.

Sprinklr

A comprehensive customer experience management software that offers tools for social media marketing, advertising, content management, and customer care.

Social Media Marketing

The practice of using social media platforms to promote products, services, or brands to reach a broader audience.