When a Restaurant Manager Offers a Dissatisfied Customer a Discount

question 193

Multiple Choice

When a restaurant manager offers a dissatisfied customer a discount and a coupon for the customer's next visit, the manager is thinking about:

• A) customer value.
• B) customer lifetime value.
• C) cost management.
• D) marketing plans.
• E) differentiation.

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Definitions:

Predicting Behavior

The process of forecasting future actions based on past and present information, often employed in psychology and behavioral science.

Significant Others

Individuals who have a significant influence on one's life, often a partner, family member, or close friend.

Perceived Behavioral Control

An individual’s beliefs about whether he or she can actually perform the behavior in question.

Attitude-Behavior Consistency

The extent to which an individual's attitudes are reflected in their actual behaviors.