Which of the following may NOT be a true statement?
A)During service encounters, when something unexpected happens consumers spontaneously infer or attribute blame.
B)When consumers attribute the blame to the firm rather than to themselves, they are more likely to complain.
C)When the problem is perceived as a matter under the control of the customer, the complaint behaviour increases.
D)When the problem is perceived as a matter under the control of the firm, the complaint behaviour increases.
E)Westerners typically underestimate situation conditions as a cause for a person's behaviour.

Question

Quizplus · Accepted Answer

EC) When the problem is perceived as a matter under the control of the customer, typically, the complaint behavior decreases because customers may blame themselves rather than the firm. E) Westerners typically overestimate personal disposition and underestimate situational conditions as causes for a person's behavior, a tendency known as the fundamental attribution error.

Which of the Following May NOT Be a True Statement