Posted by Bridget on June, 29 2015 in Management

What makes people complain? Recent work by professors at Clemson University and Quinnipiac University has uncovered that motivation to complain is realted to their personality and attitude. Typically, few customers choose to complain (between 5 and 10%), and those who don't complain indicate that they feel they are unable to (because of norms or practices). This is relevant to business in that, without feedback, whether in the form of complaints or praise, it is difficult to improve. For the full article see: