The complaint process should be complex and possibly a little difficult to use because there are different types of justice people seek and even more types of service failures that could occur, and each is perceived differently by guests.

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The complaint process should be as simple and easy to use as possible to encourage guests to provide feedback and resolve issues quickly. Making it complex or difficult to use may discourage guests from complaining, leading to unresolved issues and potential negative reviews. While there are different types of justice that people seek and various types of service failures that can occur, the process should still be user-friendly.

The Complaint Process Should Be Complex and Possibly a Little