Patients- These customers are very similar to the hostage in that they are locked into the service, such as a hospital patient or a student at a school or university. There customers may be positively or inequality-oriented toward the organisation and are willing to conform themselves to rule and regulations. However, unnecessary restrictions may turn them into a hostage or an anarchist.
Tolerant-These customers may be passive, always waiting patiently for service provider to acknowledge their presence and deliver service. In fact, they may be so patient that they become invisible to service and get ignored as a result. It may be dangerous to rear dot their apparent goodwill.
Intolerants- These customers are seldom passive or patient, often causing stress and problems within the service for themselves. Although, initially they may be positively disposed to the organisation, without careful handling these people can easily turn into terrorists.