Once a customer begins to have a positive experience with a service provider and builds a relationship with the firm, customer loyalty ________.
A) tends to be lesser for services than for goods
B) tends to be greater for services than for goods
C) is the same for services and goods
D) develops, but only for a temporary period in all cases
E) develops and increases regardless of future service experiences

Question

Quizplus · Accepted Answer

Customers tend to develop stronger loyalty to service providers than to goods, as they often have a personal connection with the service provider and the experience they provide. However, this loyalty is not guaranteed to be permanent and may be affected by future experiences with the service provider.

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