Question $3$

$1$ pts

Scenario $7\mathrm{.}1$

Use the following to answer the questions.

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. Aware of this, Kate has asked several of her friends and family members where they have their cars repaired, since she has experienced a problem starting her car when the weather is cold. Kate has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. Steve, one of Kate'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.

Refer to Scenario $7\mathrm{.}1.$ A dissatisfied Skola's Auto Repair customer told a friend about his experience. The friend has been a long$-$time Skola's customer and the next day, didn't remember what he told her. This is an example of