Elaine had a problem with the computer printer she purchased.When she called the toll-free service support number,she was told that she had to pay to speak to a service representative.It made her so unhappy that she told all of her friends and family about the problem with the printer and the poor service she received,and advised them never to buy that brand.According to the information given in this case,which of the following postconsumption behaviors best describes Elaine's behavior?
A) Loyalty
B) Switching
C) Avoidance
D) Disconfirmation
E) Negative word-of-mouth

Question

Quizplus · Accepted Answer

Elaine's behavior of telling her friends and family about the problem with the printer and advising them not to buy that brand is an example of negative word-of-mouth behavior. She shared her negative experience with others, which can harm the reputation of the brand and potentially lead to a loss of future customers.

Elaine Had a Problem with the Computer Printer She Purchased