- Describe a poor service experience about which you complained to a friend or family member. What does your behavior suggest about the type of complainer you are? Justify your response. Are you the same type of complainer in all contexts with all businesses or do you act differently in some contexts or with some businesses? If there is a difference, how do you explain it?
Textbook: Services Marketing, Zeithaml, Bitner, & Gremler, 6th Ed., McGraw-Hill/Irwin