Every Thursday afternoon for almost thirty years, Margaret and Lillie have gotten a manicure at the same location. The manicure salon has changed ownership three times and has had two different names during that same period, but Margaret and Lillie still find it a convenient place to meet and share news about friends and relatives. Margaret's and Lillie's relationship with the manicure salon exemplifies how a service provider uses _____ to support its customer retention strategy.
A) Economic bonds
B) Social bonds
C) Customization bonds
D) Structural bonds
E) Security bonds

Question

Quizplus · Accepted Answer

Margaret and Lillie's continued patronage of the manicure salon is due to the social bond they have formed with the location. They use it as a convenient place to meet and share news, which suggests that they value the relationship they have with the salon beyond just the service it provides.

Every Thursday Afternoon for Almost Thirty Years, Margaret and Lillie