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.

A dissatisfied Skola$$s Auto Repair customer told a friend about his experience. The friend is a long$-$time Skola$$s customer and, the next day, did not remember what her friend had told her. This is an example of:

selective distortion.

perceptive perception.

receptive exposure.

selective retention.

selective exposure.