Firms have to stay in a relationship when there are no alternatives or when technical features of the exchange bind the parties for extended periods.
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Q8: "Running" a relationship involves the values,personnel and
Q9: Always-a-share and lost-for-good represent polar ends of
Q10: Proactive satisfaction measures are necessary for firms
Q11: Satisfaction surveys add value to the system
Q12: Switching costs are the forgone value of
Q14: By definition,"always-a-share" customers account for a consistent
Q15: Traditionally,firms have placed greater emphasis upon gaining
Q16: Specific investments can be defined as,the dedication
Q17: Friendships and/or social ties have no place
Q18: Once customers pay the switching costs required
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