Consumers who spread negative WOM without complaining to the company itself are particularly likely not to ever do business with that company again.

Question

Quizplus · Accepted Answer

This statement is true. Consumers who spread negative word-of-mouth (WOM) without complaining to the company are less likely to give that company another chance to remedy the situation or improve their experience. They may also influence others to avoid the company, further damaging its reputation. Therefore, it's important for companies to encourage feedback from customers and address any issues promptly to minimize negative WOM.

Consumers Who Spread Negative WOM Without Complaining to the Company