Aida decided to switch doctors after she had to wait two and a half hours at her scheduled appointment to see her doctor. She experienced the ethical problem factor that leads to customer switching behavior.

Question

Quizplus · Accepted Answer

The long wait time Aida experienced is related to service failure or poor service quality, not an ethical problem. Ethical problems involve issues of right and wrong behavior, such as confidentiality breaches or discrimination, rather than operational inefficiencies like long wait times.

Aida Decided to Switch Doctors After She Had to Wait