Consumers who are committed to a relationship with your firm are more likely satisfied, but are not always satisfied. For example, a person who has gathered many frequent flyer miles with a particular airline may feel obligated to continue to patronize the airline in spite of dissatisfaction, at least in the short term. In this case the firm at least has an opportunity to win the consumer back. If there is no commitment, the consumer may be lost forever.
Customers who are committed to a relationship with the organization are more probable delighted, but are not always delighted. For instance, a customer who has collected many frequent flyer miles with an especial airline may feel obligated to continue to support the airline although discontent, , at least in the short term. In this situation the organization at least has a chance to maintain the customer. The customer may be lost forever,If there is no commitment.