Chantale and Clinton bought a new refrigerator from Canada, one of the largest department stores in Canada. Later she became a problem. After receiving poor service provider to repair the separation, they were wondering what to do next. Do nothing, and assume that this was an isolated incident? Vow never to have to deal with the supplier and brand? Write a letter of complaint to the provider and demand an apology or other compensation? Underlying all of these issues was the question: was it worth it? Case can be used to illustrate the behavior of consumers in marketing management, with a focus on controllable and uncontrollable factors that influence individual behavior of customers. It can also be used in marketing services, where issues of service failure and recovery can be emphasized. "Hide
by Christopher A. Ross Source: Richard Ivey School of Business Foundation 8 pages. Publication Date: March 25, 2009. Prod. # 909A05-PDF-ENG
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