A Consumer's Decision of Whether or Not to Take Action

question 30

Multiple Choice

A consumer's decision of whether or not to take action when he or she is dissatisfied is a function of which of the following?

• A) importance of the purchase to the consumer
• B) ease of taking action
• C) consumer's existing level of overall satisfaction with the brand or outlet
• D) characteristics of the consumer involved
• E) all of the above

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Definitions:

Informal Organization

The ever-changing set of relationships and interactions that are not formally put together; they form naturally in the workplace.

Elton Mayo

An Australian psychologist and organizational theorist best known for his research in the Hawthorne Studies, which examined the effects of social relations, motivation, and employee productivity.

Total Quality Management (TQM)

A management organizational philosophy that was very influential in the 1980s and 1990s, which stated that quality must be present in the product or the service produced, and in the process itself of producing the goods or service.

Final Product

The completed output or outcome of a process that is ready for use or consumption.