A marketing manager should
A. assume that most customers who are dissatisfied will complain, but that people who are satisfied will be silent.
B. recognize that a "complaint" box isn't needed if the firm is really market-oriented in the first place.
C. know that most consumer complaints do not require a response because the consumer's dissatisfaction is beyond the control of the firm.
D. be concerned that many of the complaints that are reported are never resolved.
E. recognize that many consumers who complain are trouble makers and that not much can or should be done about their complaints.
Answer: D
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