The Unhappier a Customer Is About a Specific Experience, the Less

question 30

True/False

The unhappier a customer is about a specific experience, the less likely they are to tell other people and more likely they are to complain to the organization directly to obtain a comp or resolution.

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Definitions:

Social Dominance Theory

A theory proposing that societies are structured in hierarchical group systems, with some groups dominating or oppressing others.

Individuate

The process of developing a distinct, integrated personality or self, often associated with adolescent development and psychological differentiation from others.

System Justification

A theory suggesting that people have a psychological need to defend and justify the status quo even at the expense of personal or group interest.

Social Identity

The part of an individual's self-concept that derives from their membership in a social group, including the values and emotional significance attached to that membership.