The important conclusions include: the first, the rate of complaining to employee or manager is very low and the rate of customer defection is very high after service failure;

重要的研究结论包括：第一，顾客向企业员工或管理层抱怨的比例非常低，顾客在遭遇服务失误后的流失率非常高；

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The important conclusions include: the first, the rate of complaining to employee or manager is very low and the rate of customer defection is very high after service failure;

重要的研究结论包括：第一，顾客向企业员工或管理层抱怨的比例非常低，顾客在遭遇服务失误后的流失率非常高；

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