Customers Can Be Classified into Four Relationship Groups,according to Their

question 66

Multiple Choice

Customers can be classified into four relationship groups,according to their profitability and projected loyalty.With reference to this classification,a firm should turn true friends into ________,who come back regularly and tell others about their good experiences with the company.

• A)barnacles
• B)butterflies
• C)strangers
• D)true believers
• E)stars

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Definitions:

Situational Factors

External influences on an individual’s behavior or performance that are determined by the circumstances or environment.

Heider

Fritz Heider, an Austrian psychologist known for his work in attribution theory, focusing on how individuals infer the causes of behavior.

Basic Assumption

A fundamental belief or principle that is accepted as true without proof, often serving as the basis for further reasoning or behavior.

Attribution Theory

A psychological theory that explains how individuals infer the causes of their own and others' behavior.