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1.Customers of Harley-Davidson are highly satisfied with the bikes and the repair services provided by the company. They also believe the company responds to any complaints fairly and adequately. The extent to which the consumers believe the processes involved in processing a transaction, performing a service or handling a complaint is fair is referred to as .

antitrust law

procedural justice

distributive justice

affirmative action

2. A customer, upset with the service at a Harley-Davidson dealership, rides his bike through the glass window into the showroom. This is an example of .

rancorous revenge

antiloyalty

retaliatory revenge

competitive intensity

3. Harley-Davidson successfully uses its customers as its salespeople. During the motorcycle rally in Sturgis, existing customers of Harley- Davidson spread information from one to another about the positive riding experiences with a Harley-Davidson bike. This is referred to as

anti-viral marketing

3rd party endorsement

negative word-of-mouth

positive word-of-mouth