When Another Customer Complains About the Hair Salon Where Georgeanna

Multiple Choice

When another customer complains about the hair salon where Georgeanna is a loyal customer, she defends it because she feels responsible for the continued success of the hair salon. This behavior suggests she has reached the ________ rung of the loyalty ladder.

A) word of mouth/buzz
B) repeat purchase
C) satisfaction
D) evangelism
E) ownership