When do consumers decide they’ve had enough of a business?

What does it take for shoppers to say enough is enough when it comes to a brand or business? Professor Mary Jo Bitner, executive director of the Center for Services Leadership, explains when and why buyers turn away from or put up with products and companies that have failed us time and again.

Is it time to stop using a certain airline, bank, or telecommunications business because they’ve given poor customer service twice, three times, or more? Or do we just have to adjust our expectations?

Professor Mary Jo Bitner, executive director of the Center for Services Leadership, says in this podcast posted on KJZZ 91.5 on May 23, 2017:

We as consumers have expectations of different service providers, and if they don’t meet them, we don’t return. Our expectations do adjust over time. With airline travel in particular, our expectations have had to adjust because the whole industry has gone along with nitpicking on prices, and charging us for every little thing, or maybe space issues. So we somewhat adjust to that because we don’t have any choice. If we have a choice, we would not. When we don’t have a choice, we eventually have to adjust our expectations.