Angela switched to a new hair stylist after getting a bad haircut from her previous stylist. This is an example of which of the following factors leading to customer switching behavior?

Angela switched to a new hair stylist after getting a bad haircut from her previous stylist. This is an example of which of the following factors leading to customer switching behavior?



A) service encounter failure
B) core service failure
C) response to service failure
D) involuntary switching
E) competition


Answer: B


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