People tend to interpret new information in a way that will support what they already believe. This is called ________

Cable TV operators and cellular carriers suffer from high levels of ________, or customer defections

A) customer retention B) customer churn C) detraction D) share-of-wallet E) customer complaints

Which two of the following are identified in the textbook as non-traditional media gatekeepers and influencers in today's new media environment?

A. CEOs – People who lead the world's major corporations B. Bloggers – People who write weblogs for virtual communities of like-thinking participants C. Citizen journalists – Regular citizens who have access to information and the technology to share it D. Marketers – People who control the marketing dollars within organizations E. Dominant coalition – People who make major organizational decisions and control organizational resources B and