1. Amity Business School MBA Class of 2010, Semester III Service Recovery Prof. P K Bansal

2. CUSTOMER BEHAVIOUR COMPLAINT FITS THEIR NORM, MORE ALIENATED, CASUALLY CAN BECOME 'TERRORISTS' SOME WHAT ALIENATED ANGRY WITH PROVIDERS LESS ALIENATED FROM SOCIETY, COMPLAIN HAS SOCIAL BENEFITS DOUBT EFFECTIVENE NOT WORTH TIME AND EFFORT, PERSONAL VALUES PSYCHOLOGY DAMAGING NEGATIVE LESS LIKELY NO W.O.M COMPLAIN TO PROVIDERS, FRIENDS, THIRD PARTY NO FEEDBACK ACTIVELY COMPLAIN LEAST LIKELY ACTION ACTIVISTS IRATES VOICERS PASSIVE