Ellen and Beth Were at the Same Restaurant One Evening

Multiple Choice

Ellen and Beth were at the same restaurant one evening, though they do not know each other. Ellen had a superb experience from service to the quality of the food. Beth, on the other hand, had to wait a long time before being seated, had inattentive service and had problems with the food, sending two items back to the kitchen. From what you know about marketing and the General Model of Customer Experience, what would you predict is likely to happen?

A) Both Ellen and Beth will tell as many people as they can about the experience.
B) Ellen will tell many people, including postings on social media, about her great experience, and Beth will keep to herself.
C) Beth will tell many people, including postings on social media, about her bad experience, and Beth may tell a few people.
D) Neither Ellen nor Beth will tell anyone about their adventures outside of a few close friends.