When Do Consumers Decide They've Had Enough Of A Business?

Published: Tuesday, May 23, 2017 - 3:58pm
Updated: Wednesday, May 24, 2017 - 9:12am

We’ve seen months of outrageous airline disasters taking over our news feeds. Afterward, there’s consumer outrage but when do consumers finally reach a breaking point?

Just like when gas prices reached record highs a few years ago, and after the financial crisis on Wall Street that led to the Great Recession, when do consumers decide they’ve had enough and turn away from a brand or a business?

Or is the plain truth really that consumers simply accept a "new normal" in what we put up with, shrug and keep chugging along with the status quo?

I spoke with Dr. Mary Jo Bitner more about this. She’s the executive director of the Center for Services Leadership at ASU’s W.P. Carey School of Business.

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