Consumers use information from many sources when making purchasing decisions, including information from friends and family members. One of the most dissatisfying consumer experiences is with auto repair. As she has experienced a problem starting her car when the weather is cold, Kylie has asked several of her friends and family members where they have their cars repaired. Kylie has heard that Reliable Auto Repair has reasonable prices, but it can be difficult to get an appointment. Casper, one of Kylie$$s friends, had a very poor experience with Reliable Auto Repair. However, after he complained to them, they fixed the situation, and now he prefers their auto repair shop over others.

Refer to Scenario $7\mathrm{.}1.$ A dissatisfied Reliable Auto Repair customer told a friend about their experience. The friend has been a long$-$time Reliable Auto Repair customer and the next day, didn$$t remember what they were told. This is an example of which of the following?

Group of answer choices

Perceptive perception

Selective exposure

Selective distortion

Receptive exposure

Selective retention