Loyal Customers Are Cheaper to Serve

question 47

True/False

Loyal customers are cheaper to serve.

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Definitions:

Actor-Observer Effect

The tendency to make internal attributions for the behavior of others and external attributions for our own behavior.

External Attributions

The process of attributing the cause of one's own or others' behavior to external factors, such as the situation or other people, rather than to internal characteristics.

Self-Affirmation Theory

The idea that people respond less defensively to threats to one aspect of themselves if they think about another valued aspect of themselves.

Praise Themselves

The act of expressing approval or admiration for one's own achievements or qualities.