After sending registered letters to the roofing company, numerous attempts to contact the president of the company by phone, and sending copies of the complaint to the Better Business Bureau, you finally received a response from the firm that did not satisfy you. In desperation, you decided to have another company complete the repairs to your home. This is an example of what kind of customer switching behaviour on your part?
A) competition
B) inconvenience
C) service encounter failures
D) response to service failure
E) involuntary switching

Question

Quizplus · Accepted Answer

This is an example of customer switching behavior in response to a service failure. Despite making multiple attempts to contact the company and file a complaint, the response received was unsatisfactory, leading to the decision to switch to another company to complete the repairs.

After Sending Registered Letters to the Roofing Company, Numerous Attempts