Once a Customer Begins to Have a Positive Experience with a Service

question 26

Multiple Choice

Once a customer begins to have a positive experience with a service provider and builds a relationship with the firm, customer loyalty ________.

• A) tends to be lesser for services than for goods
• B) tends to be greater for services than for goods
• C) is the same for services and goods
• D) develops, but only for a temporary period in all cases
• E) develops and increases regardless of future service experiences

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Definitions:

Anger

A potent sense of irritation, dissatisfaction, or antagonism.

High In Arousal

A state of being physiologically alert, awake, and attentive, often associated with emotional or physical stimuli.

Unpleasant

Describes something that causes discomfort, dissatisfaction, or a negative emotional response.

Strongest Predictor

A variable or factor that has the highest correlation or impact on determining the outcome of a study or model.