DISSATISFIED CUSTOMER SCENARIO
Meg went to local nail salon to get a manicure and pedicure. Unfortunately, she got a nasty nail infection on two of her toes on her left foot the day after her manicure. She didn't go back to the shop to complain, but she told all of her friends about it and said never to go there. One of her friends suggested she should go back there and complain and demand compensation for her medical expenses and at least get her money back for the pedicure. Meg was just disgusted and didn't even want to go back there to complain. If she ever decides to get another pedicure, she certainly won't go back to that shop.
-Refer to Dissatisfied Customer Scenario. If Meg ever gets another pedicure, she certainly won't go back to that nail shop. Meg would be exhibiting which type of behavior if she goes to a different nail shop for another pedicure?

Question

Quizplus · Accepted Answer

Switching behavior refers to the consumer's decision to switch to a different brand or shop due to dissatisfaction with the previous one. In this scenario, Meg has already expressed her dissatisfaction and has no intention of returning to the same nail shop. Therefore, if she goes to a different nail shop for another pedicure, she would be exhibiting switching behavior. The other options (B, C, D, and E) do not apply in this case as Meg has not taken any retaliatory actions or displayed any negative or deviant behavior towards the original nail shop.

DISSATISFIED CUSTOMER SCENARIO Meg Went to Local Nail Salon to Get a Manicure