Tom Brevoort, Marvel Executive VP talking company policy.
I have no idea where you got yours.
Bad word of mouth rarely hurts sales, whereas lack of interest always does. And happy fans are going to buy because they're happy. They have no reason not to, so expending energy isn't your main concern. It's good to keep them happy, sure, but your main demographic is to convert apathetic individuals. An angry customer is still someone who is thinking about your product, so at the most minimum level you've still got their attention, at which point you can draw them in. People love to hate. People rarely rage quit, no matter how often you hear about anger at a game. People quit games because they're no longer interesting or something more interesting comes along. It's a weird psychological twitch people have. Theory is nice and all, but I'll take the word of a businessman over it any time. Theory vs parser, yannow?
Of course that's not to say make the worst game imaginable and a commercial of someone taking a crap is a good choice, but pretending that the happy customer is the most important target for marketing is, in practice, not nearly that worthwhile an endeavor.