Use the Following to Answer the Questions

question 74

Multiple Choice

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,Karla has asked several of her friends and family members where they have their cars repaired,since she has been experiencing a problem with her car starting when the weather is cold.Karla has heard that Skola's Auto Repair has reasonable prices,but it can be difficult to get an appointment.However,one of her friends,Steve,had a very poor experience with Skola's.Once he complained to them,they fixed the situation and now he prefers their auto shop over others.
-Refer to Scenario 6.1.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:

Promoted Regularly

Refers to a consistent and systematic approach to moving employees to higher positions or ranks within an organization.

Natural Selection

A process in biology by which organisms with traits better suited to their environment are more likely to survive and reproduce.

Outplacement

A support service provided by some organizations to help former employees transition to new jobs, often following layoffs.

Employable

Possessing the skills, qualifications, and attributes that make one a desirable candidate for employment.