How to Avoid Being a Captive Customer to Your Property Management System Provider ...Middle East

I recently came across an interesting article outlining a recent study by Jie Yu Kerguignas, Olivier Furrer, and Ikèle Landry exploring the phenomena of ’Customer Captivity’ in the hospitality industry. According to the authors, customer captivity occurs when customers become dissatisfied with a service relationship but feel like they don’t have the ability to alter or leave the relationship, "due to a perceived need for the service and a lack of alternatives." A sense of captivity can intensify negative emotions such as frustration or a sense of unfairness with the feeling that the customer’s needs are going unheard and that they are ultimately powerless to change their situation. The resul

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