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.
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Reference
Wetzer, I., Zeelenberg, M. and Pieters, F.G.M. (2007) “ ‘Never Eat in That Restaurant, I Did!’ Exploring Why People Engage in Negative Word-of-Mouth Communication,” Psychology and Marketing, 24, 661–80.
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© 2008 Adrian Furnham
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Furnham, A. (2008). Bad-Mouthing Products. In: Management Intelligence. Palgrave Macmillan, London. https://doi.org/10.1057/9780230227439_7
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DOI: https://doi.org/10.1057/9780230227439_7
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