Is there no direct logical correlation between 'In the most extreme case, a stock-out might cause a customer to switch retailers, costing the lifetime value of that customer and others who might defect due to negative word-of-mouth.' and 'A customer must stick with the same retailer once they choose one.', indicating neutrality?
In the most extreme case, a stock-out might cause a customer to switch retailers, costing the lifetime value of that customer and others who might defect due to negative word-of-mouth.###A customer must stick with the same retailer once they choose one.