Failure on a Given Product or Service Characteristic Often Has

question 100

Multiple Choice

Failure on a given product or service characteristic often has a stronger effect on consumers than success on that same characteristic. This is known as ______.

• A) technology bias
• B) service design flaw
• C) customer failure
• D) negativity bias
• E) financial failure

---

Definitions:

Total Utility

The total satisfaction or benefit a person receives from consuming a particular quantity of goods or services.

Consumer Surplus

The difference between the maximum price a consumer is willing to pay for a good or service and the actual price they pay.

False Eye Lashes

Artificial lashes applied to enhance the length, curl, fullness, and thickness of natural eyelashes.

Marginal Utility

The additional satisfaction or benefit (utility) a consumer derives from consuming an additional unit of a good or service.