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.
Victims-When something goes wrong in service organisations, some customers appear to attract bad luck. Some jobs seem to be dogged by ill fortune. Victim may react in a number of ways, perhaps blowing incidents up out of all proportion or alternatively becoming resign to their inevitable fate.