Which of the following terms refers to exchanges between consumers and business that the consumer views as unusually negative?
A) Disconfirmation incident
B) Critical incident
C) Peripheral incident
D) Significant incident
E) Disintegrative incident

Question

Quizplus · Accepted Answer

A critical incident refers to exchanges between consumers and business that the consumer views as unusually negative. It typically involves complaints or negative feedback but can also include positive feedback that the consumer perceives as unusual. Disconfirmation incident refers to situations where a consumer's expectations are not met, while peripheral incident refers to minor incidents that do not have a significant impact on the consumer's overall satisfaction. Significant incident refers to experiences that have a significant impact on the consumer's overall satisfaction, while disintegrative incident is not a commonly used term in consumer behavior.

Which of the Following Terms Refers to Exchanges Between Consumers