1. Which of the following do consumers use to evaluate their complaint incidents (with the company(ies) that disappointed them)?

a. The nature of interpersonal treatment during the process

b. The outcomes they receive

c. The procedures used to arrive at the outcomes

d. A and C

e. All of the above

2. _____________ is where a company reduces the amount of a product or service but keeps price the same, often in situations where the cost of the product or service to the company has increased.

a. Captive pricing

b. Customary pricing

c. Price bundling

d. Value pricing