Scenario 7.1 Use the Following to Answer the Questions

question 123

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.Positive feelings generated by satisfaction with Skola's response will become part of Steve's

• A)consideration set.
• B)motives.
• C)selective retention.
• D)response.
• E)attitude.

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Definitions:

Endowment Funds

Funds that are established by donations with the intent that the principal amount is kept intact while the investment income is available for use.

Nonprofit Institutions

Organizations that operate for the collective public or social benefit instead of generating profit for owners or investors.

Investment Earnings

Profits or gains derived from various investments, including interest, dividends, and capital gains.

Capital Gains

The profit that results from the sale of a capital asset, such as stock, bond, or real estate, where the sale price exceeds the purchase price.