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When Do Consumers Decide They've Had Enough Of A Business?

We’ve seen months of outrageous airline disasters taking over our news feeds. Afterward, there’s consumer outrage but when do consumers finally reach a breaking point?

Just like when gas prices reached record highs a few years ago, and after the financial crisis on Wall Street that led to the Great Recession, when do consumers decide they’ve had enough and turn away from a brand or a business?

Or is the plain truth really that consumers simply accept a "new normal" in what we put up with, shrug and keep chugging along with the status quo?

I spoke with Dr. Mary Jo Bitner more about this. She’s the executive director of the Center for Services Leadership at ASU’s W.P. Carey School of Business.

Lauren Gilger, host of KJZZ's The Show, is an award-winning journalist whose work has impacted communities large and small, exposing injustices and giving a voice to the voiceless and marginalized.