A Customer's Decision to Be Loyal or to Defect Is

question 65

Multiple Choice

A customer's decision to be loyal or to defect is the sum of many small encounters with the company.In order for all these small encounters to add up to customer loyalty,many companies,such as Joie de Vivre Hospitality,strive to create ________.

• A) a reward program
• B) a comprehensive customer database
• C) a branded customer experience
• D) strong word-of-mouth promotions
• E) a top-notch advertising campaign

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Definitions:

Van de Vliert

Refers to Evert Van de Vliert, a psychologist known for his research on how climate and economic conditions influence societal cultures, conflict, and cooperation.

Attributions

Explanations for the causes of behaviors or events, often categorized as internal (personal) or external (situational) in nature.

Controllability

The degree to which a situation or event can be controlled or influenced by actions, often related to the perceptions of individuals about their own efficacy in managing circumstances.

Personal Space Zone

An area around individuals which they regard as psychologically theirs, invasion of which can cause discomfort or distress.