True consumer loyalty consists of both a pattern of repeated behavior and a strong feeling of attachment.
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Q18: Loyalty is a postconsumption affective reaction.
Q19: One suggestion for handling consumer complaints effectively
Q20: Complainers are valuable sources of feedback for
Q21: Share of wallet is sometimes used to
Q22: Personal switching costs refer to the emotional
Q24: A consumers' sense of attachment, dedication, and
Q26: Equity judgments, in particular perceptions of unfair
Q27: Internet only retailers have successfully built up
Q28: Economic switching costs consist of the total
Q33: Customer share represents a behavioral component that
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