Firms such as General Electric (GE),Johnson & Johnson,Coca-Cola,and British Airways focus their attention on __________ to maximize customer satisfaction and retention in part by offering training to handle complaints,answer questions,and solve consumer problems.
A)value perception
B)postpurchase behavior
C)non-competitive pricing
D)comparison pricing
E)prepurchase behavior

Question

Quizplus · Accepted Answer

Postpurchase behavior refers to the actions taken by the consumer after the purchase has been made, including their satisfaction or dissatisfaction with the product or service. Firms like GE, Johnson & Johnson, Coca-Cola, and British Airways focus on this behavior to maximize customer satisfaction and retention by offering training to handle complaints, answer questions, and solve consumer problems.

Firms Such as General Electric (GE),Johnson & Johnson,Coca-Cola,and British Airways