As the old saying goes: the squeaky wheel gets the oil.
Why do people complain to get ahead?
Because they’ve learnt through trial and error that if they cause enough fuss they’ll get their way.
If they ring the call center and wait in line it could take an hour. But if they rant about it on Twitter the organization will come to them in a matter of minutes.
This works for them because the companies can’t handle the negative publicity. They want customers to like them and they can’t be seen to be doing nothing.
Those who complain will justify their means because they got their desired outcome.
This will obviously annoy those who patiently wait in line because there appears to be no reward for it.
What you need is organizations who will not tolerate this rant = reward exchange. Then the squeaky wheels would largely disappear because there is no incentive for them.
Thomas Duggan 