Answer:
e. Negative word-of-mouth
Explanation:
Negative word-of-mouth is defined or can be described as the information passed by an unhappy customer stating his/her dissatisfaction from buying a company product or for any form of service given.
Elaine not being satisfied with the product and the fact she will be using money to call customer care left her with bad taste of the product. She resorted to discourage others from patronising the store.
Negative word of mouth can go a long way to discourage people from using a brand.
