The Zone of Defection Describes the Area Where ______________ Reside

Multiple Choice

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