Elaine's computer printer broke down shortly after she purchased it. When she called the toll-free service number, she was told that she had to pay to speak to a service representative. It made her so unhappy that she told her friends and family about the problems she faced and advised them against buying that brand. Elaine's behavior in the given scenario best exemplifies _____.
A) a retributive measure
B) distributive revenge
C) procedural justice
D) negative word-of-mouth

Question

Quizplus · Accepted Answer

Elaine's behavior of spreading negative information about the brand to her friends and family is an example of negative word-of-mouth, which is a common reaction when consumers feel wronged by a brand or company.

Elaine's Computer Printer Broke Down Shortly After She Purchased It