Consumers who spread negative word-of-mouth (negative WOM) without complaining to the company itself are particularly likely to never do business with that company again.

Question

Quizplus · Accepted Answer

This statement is true. Consumers who share negative WOM are less likely to do business with the company again, regardless of whether or not they complained directly to the company about their negative experience. This emphasizes the importance of addressing negative feedback and complaints from customers, as it can prevent them from spreading negative WOM and potentially losing future business.

Consumers Who Spread Negative Word-Of-Mouth (Negative WOM) Without Complaining to the Company