The Zone of Defection describes the area where ______________ reside and are prone to leaving a business and defect to competitors.
A) Slightly satisfied and satisfied customers
B) Extremely dissatisfied and somewhat dissatisfied customers
C) Customers who have one bad experience with the firm
D) Satisfaction is no longer an issue and customers become terrorists against the company
E) None of the above

Question

Quizplus · Accepted Answer

The Zone of Defection refers to the group of customers who are dissatisfied with a business to the point that they are at risk of leaving for a competitor. This typically includes both extremely dissatisfied customers and somewhat dissatisfied customers, as they are more likely to be actively looking for alternatives. Slightly satisfied and satisfied customers are not typically at risk of defection, and customers who have only had one bad experience may still be willing to give the business a chance to make it right. Once customers reach the point where satisfaction is no longer an issue and they actively work against the company, they are considered "terrorists" and fall outside of the Zone of Defection.

The Zone of Defection Describes the Area Where ______________ Reside