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When making purchasing decisions, consumers use information from many sources, including friends and family members.One of the most dissatisfying consumer experiences is with auto repair.Aware of this, Karla has asked several of her friends and family members where they have their cars repaired.She has trouble starting her car starting when the weather is cold.Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment.However, one of her friends, Steve, had a very poor experience with Skola's.When he complained to them, they immediately fixed the situation, and now he prefers their auto shop over others.
-The change in Steve's behaviour towards Skola's Auto Repair, which was caused by the company's response to his complaint, is a function of:
A)perception.
B)motivation.
C)attitude.
D)learning.
E)influence.

Question

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When making purchasing decisions, consumers use information from many sources, including friends and family members.One of the most dissatisfying consumer experiences is with auto repair.Aware of this, Karla has asked several of her friends and family members where they have their cars repaired.She has trouble starting her car starting when the weather is cold.Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment.However, one of her friends, Steve, had a very poor experience with Skola's.When he complained to them, they immediately fixed the situation, and now he prefers their auto shop over others.
-The change in Steve's behaviour towards Skola's Auto Repair, which was caused by the company's response to his complaint, is a function of:
A)perception.
B)motivation.
C)attitude.
D)learning.
E)influence.

Quizplus · Accepted Answer

Steve's change in behavior towards Skola's Auto Repair was a result of learning. He had a negative experience with the company, but their response to his complaint corrected the situation and improved his perception of the company. This positive experience led to his preference for Skola's over other auto repair shops.

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