Assume that you are the manager of a local pizza parlour. You recently read an article focusing on consumer complaining

[answerhappygod]

Assume that you are the manager of a local pizza parlour. You
recently read an article focusing on consumer complaining behaviour
that has you very worried. The article suggests that many
dissatisfied customers never complain to service organisations, but
simply defect to competitors. You begin to wonder if perhaps the
service you are offering is leaving your customers dissatisfied.
You spend a few hours analysing your credit card database and learn
that you currently have half as many regular customers as you did
12 months ago. You are surprised by this finding as you have
received very few complaints from customers over the past 12
months.
a) Why do many dissatisfied customers choose not to “voice”,
i.e., complain directly to the service organisation, following a
service failure?
b) Explain how the pizza parlour would benefit from encouraging
customers to voice their dissatisfaction.
c) How might you as the pizza parlour manager encourage
customer's voice? (3 marks)