Customer $\_\_\_\_\_\_\_\_\_$ refers to a consumers$$ sense of attachment, dedication, and identification to a brand or product. By comparison, customer $\_\_\_\_\_\_\_\_\_\_$ refers to the fact that consumers tend to continue a pattern of behavior until some stronger force motivates them to change.

a$.$

positive word$-$of$-$mouth $...$ negative word$-$of$-$mouth

b$.$

repeat purchase behavior $...$ loyalty

c$.$

commitment $...$ inertia

d$.$

inertia $...$ commitment