Think about a recent service encounter that youve had when you were dissatisfied with the service quality.

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Think about a recent service encounter that you’ve had when you were dissatisfied with the service quality. What actions did you take? If you complained, what was the result? Was this a satisfactory result for you? If so, why, and if not, how could the service provider have done a better job? If you did not complain, why not? Why do you think consumers choose not to complain?

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