Individuals who fixate on inferior service are more prone to disseminating online feedback.
Credit: Pixabay/CC0 Public Domain A recent study conducted by international and multidisciplinary researchers from Nottingham Business School (NBS), part of Nottingham Trent University, UK; The University of Edinburgh, UK; University of Canterbury, New Zealand; and University of Padua, Italy, has highlighted how customers react to service failures. Revealing three main coping mechanisms, ‘active’, ‘expressive’ and …