In a competitive business environment, people refrain from purchasing products toward which they are ambivalent or hold negative evaluations. This makes customer satisfaction very imperative. However, in a less competitive environment, the importance of customer satisfaction decreases as the firms have increased bargaining power. For e.g. consider you are dissatisfied with the services of any Airline. However, in purview of your convenience, schedule, availability of seats and substantial difference in pricing you might still opt for the same one.
Do oligopolistic and monopolistic firms have a leeway when it comes to meeting customer satisfaction and/or service recovery to pacify the dissatisfied customers?