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Sophia was an AT&T customer for her mobile phone. Grande Communications sent her a promotional email offering a lower monthly fee and free movies. Sophia

Sophia was an AT&T customer for her mobile phone. Grande Communications sent her a promotional email offering a lower monthly fee and free movies. Sophia talked to her friends, who told her that they were very satisfied with Grande and had switched wireless providers. This switching behavior is an example of a O a. churning b. journey innovation O c. loyalty loop O d. nu

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