Once a customer begins to have a positive experience with a service provider and builds a relationship with the firm,_______________.
A)Customer loyalty tends to be less than for products
B)Customer loyalty tends to be greater for services than for products
C)Customer loyalty is the same between services and products
D)Customer loyalty is an upward sloping curve that accelerates as it hits the zone of indifference
E)None of these

Question

Quizplus · Accepted Answer

Because of the higher risk involved in purchasing a service versus a good, once a customer begins to have a positive experience with a service provider and build a relationship with the firm, customer loyalty to services tends to be greater than loyalty to goods.

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