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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 posts pictures of her infected toes online and describes her experience in the salon on a social networking site. In no time, information on the Web goes viral and badly affects the business of the salon as the number of customers reduces to a trickle. This is an example of:
a. disconfirming.
b. procedural revenge.
c. negative public publicity.
d. distributive revenge.
e. retaliatory revenge.
Answer
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