Firms Such as General Electric, Johnson & Johnson, Coca-Cola, and British

Multiple Choice

Firms such as General Electric, 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) noncompetitive pricing
D) comparison pricing
E) prepurchase behavior