How does the customer respond to a dissatisfactory service encounter?
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Explanation:
A company out of concern the customer by increase the bad service be given will make the customer to complaint (RN Yan et al, 2004). Furthermore, consumer complaint behaviour will have a research is when the customer have a respond to some particular product or obtain dissatisfaction.
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Customer Response Options to Service Failures. ... (1) Take Some Form of Public Action: The customer can complain to the service firm, third party or take legal action to seek for compensations. (2) Take Some Form of Private Action: The customer can switch to other service provider, or negative word of mouth to the others.
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