B. B. Jackson identified three types of relationships that a company can have with its customers. Define each.
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Q1: Companies should develop retention strategies based on
Q2: What is overall or cumulative satisfaction? What
Q3: Satisfaction is said to have an asymmetric
Q4: What is the Expectancy Confirmation/Disconfirmation Model of
Q6: Liking and preference can be based on
Q7: McKinsey recommends that companies develop a loyalty
Q8: "There is not a simple linear relationship
Q9: "Most loyal customers may not, in fact,
Q10: What is a loyalty/points/rewards program? Who offers
Q11: Retention strategies can be based on rewards,
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