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Consumer anger is definitely increasing. In fact, studies show consumers are angrier than ever. But why? Firms are vying to form profitable relationships with consumers. Unfortunately, these relationships are not always satisfying for consumers. The results of this dissatisfaction are broken psychological contracts with consumers. The consequences of consumer anger in today's business environment are far greater than just one lost consumer. Firm's should beware. The tables are turning.

Produktbeschreibung
Consumer anger is definitely increasing. In fact, studies show consumers are angrier than ever. But why? Firms are vying to form profitable relationships with consumers. Unfortunately, these relationships are not always satisfying for consumers. The results of this dissatisfaction are broken psychological contracts with consumers. The consequences of consumer anger in today's business environment are far greater than just one lost consumer. Firm's should beware. The tables are turning.
Autorenporträt
A investigação da Dra. Funches centra-se na insatisfação e no mau comportamento dos consumidores. Ela tem uma paixão por clientes zangados! As suas publicações anteriores incluem "Shoppers Scorned" e um capítulo em "The Darkside of CRM". Além disso, tem vários artigos em jornais académicos sobre os temas.