When things go wrong

I.    Name some aspects that could dissatisfy customers in the tourism field.
II.   Read the following text and answer the questions:

The study of customer complaint behaviour and complaint resolution has been receiving increasing attention in the marketing literature for over three decades. Although most of the literature has been related to ‘product buyers’ complaint behaviour, service-related studies have begun to emerge recently.

Based on the review of current literature, it is possible to classify customer complaint studies into three areas: