Scenario 7.1 Use the Following to Answer the Questions

question 64

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:

Small Businesses

Enterprises characterized by fewer employees, lower annual revenue, and independent operation, typically serving a local community.

Laws

The system of rules that a particular country or community recognizes as regulating the actions of its members and may enforce by the imposition of penalties.

LLCs

Limited Liability Companies are flexible forms of business structure that combine the pass-through taxation of a partnership or sole proprietorship with the limited liability of a corporation.

Ownership

The legal right or title to something, such as a company, trademark, or property, often accompanied by certain responsibilities and benefits.