Angry person yelling at laptop

Consumers increasingly seek ‘revenge’ for poor customer service, study finds

Experts are questioning whether service is actually getting worse or if customers are just more vocal.

In this story published March 14, 2023, on Consumer Affairs:

Researchers at Arizona State University’s business school have released a small study cataloging consumers’ 'rage' at what they perceive as second-rate efforts to resolve their problems. The study also found that consumers have become steadily more belligerent when they complain. In a concerning development, the study identified what it called “the alarming incidence of customer incivility tied to what has become commonplace in everyday business settings.”

Center for Services Leadership

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