A Marketing Manager Should

question 61

Multiple Choice

A marketing manager should

• A) know that most consumer complaints do not require a response because the consumer's dissatisfaction is beyond the control of the firm.
• B) recognize that many consumers who complain are trouble makers and that not much can or should be done about their complaints.
• C) assume that most customers who are dissatisfied will complain, but that people who are satisfied will be silent.
• D) be concerned that many of the complaints that are reported are never resolved.
• E) recognize that a "complaint" box isn't needed if the firm is really market-oriented in the first place.

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Definitions:

Dopamine

A neurotransmitter involved in reward, pleasure, and motor function in the brain.

Attraction

The feeling of being drawn towards someone or something, often due to physical, emotional, or psychological factors.

Helen Fisher

An American anthropologist and human behavior researcher known for her work on romantic love, marriage, and the biology of attraction.

Psychological Context

The mental and emotional factors that influence the perceptions, thoughts, and behaviors of an individual or group.