mas frources when making purchasing decisions, including information from friends and family members. One of the most dissatisfying consumer experiences is with auto

repair. Since she has experienced a problem starting her car when the weather is cold, Kayla has asked several of her friends and family members where they have their cars repaired. Kayla has heard that

Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. Steve, one of Kayla's friends, had a very poor experience with Skola's. However, once he complained to them, they

fixed the situation and now he prefers their auto repair shop over others.

A dissatist

perceptive perception

selective exposure

selective distortion

receptive exposure

selective retention