Research Suggests That Many Dissatisfied Customers Never Complain but Simply

question 57

Essay

Research suggests that many dissatisfied customers never complain but simply defect to a competition.What are the management implications of this finding and how might managers try to minimise such defections?

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Definitions:

Learning Tool

A resource, device, or strategy used to facilitate learning and improve understanding of a subject.

Psychological Knowledge

Understanding and insights related to the human mind and behavior, encompassing aspects of cognition, emotion, and interpersonal relationships.

Destructive Purposes

Activities or actions undertaken with the intention of causing harm or destruction to objects, systems, or beings.

Personal Responsibility

The concept that people are accountable for their own behaviors and the outcomes resulting from them.