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Consumer Behavior: Building Marketing Strategy 13th Edition by Delbert Hawkins, David Mothersbaugh
Edition 13ISBN: 978-1259232541Consumer Behavior: Building Marketing Strategy 13th Edition by Delbert Hawkins, David Mothersbaugh
Edition 13ISBN: 978-1259232541 Exercise 32
Ask two students to describe the coping mechanisms they use when dealing with product or service failures. Identify factors that cause their coping to be beneficial (e.g., complaining to the company) rather than detrimental (e.g., negative WOM) to the firm.
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Consumer Behavior: Building Marketing Strategy 13th Edition by Delbert Hawkins, David Mothersbaugh
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