Which of the following is not a reason for customer defection as per Keaveney (1995)?
A) Customer defects due to mistakes (e.g., billing errors) or other technical problems
B) Customer defects as they perceive employees to be uncaring, impolite, unresponsive and lacking sufficient knowledge
C) Customer defects due to existing provider charging higher prices
D) Customer defects due to their boycotting of the organization

Question

Quizplus · Accepted Answer

Keaveney (1995) identified several key reasons for customer defection, including service mistakes, employee behavior, and price issues, but did not specifically mention boycotting of the organization as a primary reason for defection in her study.

Which of the Following Is Not a Reason for Customer