Narrative 14-1
Urban legends and Internet scams are a real problem for some businesses. In 1997,Gerber Baby Foods was flooded with one million letters and 80,000 phone calls from parents responding to an email about a phony class-action lawsuit. Another urban legend about a Costa Rican flesh-eating bacteria that affected banana shipments cost that industry more than $30 million in 1999. More recently,Procter & Gamble (P&G)had to deal with claims that its Febreze product contained Agent Orange,a dangerous chemical. Many companies choose to ignore these myths created by angry customers or rabble-rousers,but experts believe that doing so is the worst possible action to take. Instead,companies should do everything possible to reassure their customers.
-Refer to Narrative 14-1. Personality-,psychology-,and experience-based differences determine how consumers respond to Internet scams. Which of the following also contributes to their responses?
A)conceptual screens
B)perceptual filters
C)attitudinal derivation
D)conceptual decoding

Question

Narrative 14-1
Urban legends and Internet scams are a real problem for some businesses. In 1997,Gerber Baby Foods was flooded with one million letters and 80,000 phone calls from parents responding to an email about a phony class-action lawsuit. Another urban legend about a Costa Rican flesh-eating bacteria that affected banana shipments cost that industry more than $30 million in 1999. More recently,Procter & Gamble (P&G)had to deal with claims that its Febreze product contained Agent Orange,a dangerous chemical. Many companies choose to ignore these myths created by angry customers or rabble-rousers,but experts believe that doing so is the worst possible action to take. Instead,companies should do everything possible to reassure their customers.
-Refer to Narrative 14-1. Personality-,psychology-,and experience-based differences determine how consumers respond to Internet scams. Which of the following also contributes to their responses?
A)conceptual screens  
B)perceptual filters  
C)attitudinal derivation  
D)conceptual decoding

Quizplus · Accepted Answer

Perceptual filters, or the way individuals perceive and interpret information, can greatly impact their response to Internet scams and other consumer issues. It is important for companies to understand and address these filters in order to effectively communicate with their customers. Conceptual screens, attitudinal derivation, and conceptual decoding are not directly related to this topic.

Narrative 14-1 Urban Legends and Internet Scams Are a Real Problem for Problem