If Customer Satisfaction Does Not Always Lead to Customer Loyalty

question 78

Multiple Choice

If customer satisfaction does not always lead to customer loyalty, firms may need to focus additional effort on _____ strategies.

• A)remediation
• B)retention
• C)rework
• D)repatriation
• E)reprocessing

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Definitions:

Participatory

Participatory indicates a process or approach involving the participation or active engagement of all stakeholders, especially in decision-making or activities.

Sensory

Related to or involving the senses, including sight, hearing, smell, taste, and touch.

Physical Sensations

Feelings or perceptions resulting from stimuli impacting the body, such as touch, temperature, or pain.