If a Dissatisfied Customer Makes a Written Complaint and Receives

question 2

Multiple Choice

If a dissatisfied customer makes a written complaint and receives no reply from the company, which of the following is the most likely outcome?

• A) The customer is highly likely to defect or switch to a competing company/brand.
• B) The customer's satisfaction levels are likely to remain unchanged.
• C) The customer will be less satisfied than if they had not complained at all.
• D) The customer will have an increased likelihood of using a blog, social network or product review website to write of their experiences with the company.
• E) The customer will have an increased likelihood of engaging in negative word- of- mouth recommendations.

---

Definitions:

Experimental Manipulation

The controlled alteration of an independent variable in an experiment to assess its effects on a dependent variable.

Demand Characteristics

Demand Characteristics refer to subtle cues or signals in an experimental setting that influence the participants' behavior or responses, potentially skewing the study's results.

Correlation

A quantitative measure demonstrating how closely two or more variables vary together.

Causation

The action of causing something, indicating a relationship between two events where one is the result of the other.