A Global Customer Loyalty Consulting Firm Reports That a Company

question 17

Multiple Choice

A global customer loyalty consulting firm reports that a company must land ________ to ________ new customers to offset the impact of one lost loyal customer.

• A) 2; 12
• B) 6; 18
• C) 12; 20
• D) 20; 30

Identify the limitations and criticisms of both cognitive and behavioral theories.

Distinguish between the principles of reinforcement schedules in behavior modification.

Understand Freud's psychosexual stages and their sequence.

Recognize the development and role of defense mechanisms according to Freudian theory.

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Definitions:

Effective Communication

The successful exchange of information, where messages are clearly delivered, received, and understood between parties.

Socializer

An individual who actively seeks out or enjoys participating in social activities with others.

Passive Communication

A style of communication where the individual fails to assert their own ideas or needs, often avoiding confrontation.

Group Size

The number of individuals constituting a group or team, which can influence dynamics, interaction, and outcomes.