Which of the following is NOT included in the list of questions managers and researchers want answered about defensive marketing?
A. What is a loyal customer?
B. How can defection-prone customers be identified?
C. What is the role of service in defensive marketing?
D. What aspects of service are most important for customer retention?
E. What aspects of service are most important for increasing market share?
Answer: E. What aspects of service are most important for increasing market share?