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；

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;

youdao

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；

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;

youdao