Customer Retention

Multiple Choice

Customer retention:

A) refers to the word-of-mouth communication that focuses on reasons why consumers like or dislike owning or using an offering.
B) is the practice of working to satisfy customers with the intention of developing long-term relationships with them.
C) refers to the positive disconfirmation of warranty and service expectations.
D) refers to the well-defined beliefs and expectations that result in hypotheses generation.
E) is the result of post-decision dissonance and post-decision regret.