Bad-Mouthing Products

Adrian Furnham

A chapter in Management Intelligence, 2008, pp 38-39 from Palgrave Macmillan

Abstract: Abstract One of the great problems of those ubiquitous hotel room feedback forms is that the delighted–dissatisfied rating scale rarely allows one to distinguish between levels of real displeasure. One can be not merely and rather coolly dissatisfied but seriously, hotly and furiously “pissed-off” – angry, fuming, vengeful, even apoplectically inarticulate with rage – about what did or did not occur.

Keywords: Restorative Justice; Great Problem; Informal Communication; Private Party; Economic Psychology (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-22743-9_7

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DOI: 10.1057/9780230227439_7

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