Some people need to vent. And, unfortunately, service workers often get the brunt of that venting. Would you be annoyed if a customer were venting to you about a problem that you couldn’t fix, or ...

Co-authored by Nigel Bairstow, Ph.D., and Mark Cario, The Marketing Revolution It's natural for customers to complain, which is an integral part of human nature. Our complaints can be either minor ...

SEATTLE — It happens even to savvy consumers, including Consumers’ Checkbook staff: Sometimes—even after you do extensive homework before making a purchase or contracting for a service—things still go ...

Customer feedback volume does not correlate linearly with product quality. In fact, the loudest feedback often appears when a product has partial product-market fit but imperfect execution. Building a ...

Customer complaints are a common occurrence in e-commerce service encounters. This discourse-pragmatic study explores why certain past or ongoing actions are perceived as complainable by customers on ...

I have watched enough medical shows over the years, from the awesome St. Elsewhere to the never-ending Grey’s Anatomy, to have heard umpteen times that the Hippocratic Oath includes the admonition ...