Customer loyalty may be low regardless of the customer's attitude toward the product or the company in highly competitive industries,characterized by low differentiation among products,with many substitutes and a low cost of switching.

Question

Quizplus · Accepted Answer

In highly competitive industries, where there is low differentiation among products and many substitutes, customers may switch easily to another product or company even if they don't have a negative attitude towards the current product or company. This can result in low customer loyalty, regardless of their attitude.

Customer Loyalty May Be Low Regardless of the Customer's Attitude