Negative public publicity occurs when negative word-of-mouth spreads on a relatively large scale, possibly even involving media coverage.
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Q1: A complainer is more likely than a
Q3: The consumer who reacts with disgust is
Q4: An angry customer is the worst possible
Q5: The best course of action to handle
Q6: Less than half of customers experiencing some
Q7: Consumers who experience anger in response to
Q8: Satisfaction, joy, anger, and frustration are examples
Q10: Switching is a possible postconsumption behavior.
Q11: Complaining behavior occurs when a consumer actively
Q11: One suggestion for handling consumer complaints effectively
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