Which of the following statements is TRUE regarding complaining behavior?
A) All customers reporting dissatisfaction complain.
B) Consumers who do complain react with different emotions than do those who do not complain.
C) Consumers who experience anger in response to an evaluation of the consumption experience are not likely to complain.
D) A disgusted consumer is very likely to complain.
E) An angry customer is the worst possible outcome for a business.

Question

Quizplus · Accepted Answer

Research indicates that consumers who complain may feel more anger or disappointment than those who do not complain. This is because those who complain may feel more empowered to take action and express their dissatisfaction. Option A is incorrect as some customers may choose not to complain. Option C is incorrect as consumers who experience anger may be more likely to complain, as discussed in the explanation for option B. Option D is incorrect as a disgusted consumer may not necessarily complain. Option E is subjective and cannot be definitively proven as the worst outcome for a business.

Which of the Following Statements Is TRUE Regarding Complaining Behavior