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Question
DISSATISFIED CUSTOMER SCENARIOMeg went to a local nail salon to get a manicure and pedicure. Unfortunately, she got a nasty nail infection on her left foot a day after her manicure. She didn"t go back to the salon to complain, but she told all her friends about it and warned them to never go there. One of her friends suggested she should go to the salon, complain, and demand a compensation for her medical expenses, or at least get her money back for the pedicure. Meg was so disgusted that she didn"t even want to go back there to complain. If she ever decides to get another pedicure, she certainly won"t go back to that salon. Refer to Dissatisfied Customer Scenario. Meg told all her friends about the infection and warned them to never go to that salon. This is an example of _____.
a. retaliatory revenge
b. customer inertia
c. selective inertia
d. rancorous revenge
e. negative word-of-mouth
Answer
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