Customers are 'loyal to value', which means they are more likely to stay in a service relationship when the:
A)structural bonds with the seller exceed the social bonds
B)social bonds with the seller exceed the structural bonds
C)initial cost of a service is less than later costs
D)sum of service benefits exceeds the costs
E)sum of service costs equals the benefits

Question

Quizplus · Accepted Answer

Customers are more likely to stay loyal to a service provider if they perceive that the sum of the benefits provided by the service is greater than the costs they incur. This means that if customers feel they are getting more value from the service than what they are paying for, they are more likely to remain loyal. This is often referred to as the customer's perceived value of the service.

Customers Are 'Loyal to Value', Which Means They Are More