I recently read an article in the International Journal of Psychological Studies titled, “Drivers of Customers’ Reactions to Service Failures: The Israeli Experience” authored by Aviv Shoham, Yossi Gavish, and Sigal Segev. The article touched on three potential outcomes of customer dissatisfaction: voice (complaining), switching (moving to a different product/supplier), and N-WOM (negative word of mouth or sharing bad impressions with others). An....