NCSA Certified Customer Service Professional (CCSP) Exam

What distinguishes attitudinal loyalty from behavioral loyalty?

Attitudinal loyalty is measured by purchase frequency; behavioral loyalty by survey scores Attitudinal loyalty reflects emotional commitment; behavioral loyalty reflects repeat purchasing patterns Attitudinal loyalty applies only to B2B customers; behavioral loyalty to B2C Attitudinal loyalty focuses on price sensitivity; behavioral loyalty on brand awareness

Correct Answer:

Attitudinal loyalty reflects emotional commitment; behavioral loyalty reflects repeat purchasing patterns

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