Which of the following is NOT an implication of negative word-of-mouth?
A) It can hurt sales.
B) It can damage the image of the firm.
C) It can have effects that spill over to an entire industry.
D) It can increase switching costs.

Question

Quizplus · Accepted Answer

Negative word-of-mouth can make customers more likely to switch to a competitor, thus reducing switching costs rather than increasing them.

Which of the Following Is NOT an Implication of Negative