The Vicious Circle of Consumer Complaints
研究了组织如何回应消费者投诉，发现投诉比例上升会导致组织压制接收投诉的部门，进而因营销管理不作为使投诉进一步增加，形成恶性循环。
Little is known about how organizations respond to consumer complaints. This paper suggests a process whereby increasing consumer complaint proportions leads to organizational suppression of the unit receiving the complaints, which subsequently contributes to a further increase in complaints due to inaction by marketing management. This vicious circle is tested in two independent studies which provide support for its existence.