When customers are embarrassed, they know the service failure is their fault, so the service provider avoids negative consequences.

Question

Quizplus · Accepted Answer

When customers are embarrassed, it does not necessarily mean that the service failure is their fault. In fact, the service provider still may face negative consequences, such as losing the customer's trust or receiving negative word-of-mouth referrals despite the customer's feeling of embarrassment. It is important for service providers to acknowledge and address any service failures regardless of who is at fault.

When Customers Are Embarrassed, They Know the Service Failure Is