Once a customer begins to have a positive experience with a service provider and build 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 the above

Question

Quizplus · Accepted Answer

Studies have shown that customer loyalty tends to be greater for services than for products once a positive experience and relationship are established. This loyalty can lead to repeat business and referrals, as customers view the service provider as a trusted partner in meeting their needs.

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