Service encounter failure was one of the categories of switching behaviour identified by Keaveney.
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Q15: Experimental consumption relates to those consumer experiences
Q16: The Parfitt-Collins model sums the market penetration
Q17: Ehrenberg developed a model reflecting a positive
Q18: Stochastic models are based on cognitive processes.
Q19: Dick and Basu's model depicts hostages, loyalists,
Q21: The marriage age analogy of relational buying
Q22: Fournier describes relational buying of brands in
Q23: Reichheld (1988) argued that consumers' repeat purchase
Q24: As per Dick and Basu (1994), loyalty
Q25: As per Dick and Basu (1994) latent
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