Please use this identifier to cite or link to this item: https://hdl.handle.net/20.500.11851/1610
Title: How do firms benefit from customer complaints?
Authors: Yılmaz, Cengiz
Varnali, Kaan
Tarı Kasnakoğlu, Berna
20333
Keywords: Complaint management
Organizational learning
Justice theory
Firm performance
FsQCA
Issue Date: 2016
Publisher: Elsevier Science Inc
Source: Yilmaz, C., Varnali, K., & Kasnakoglu, B. T. (2016). How do firms benefit from customer complaints?. Journal of Business Research, 69(2), 944-955.
Abstract: The study explores the effects of two sets of factors relating to complaint management on firm performance, namely, (1)customer response factors and (2) organizational learning factors, thereby integrating organizational learning into the conceptualization of complaint management Symmetric testing using hierarchical regression analysis of data obtained from complainants and firm managers revealed the joint effects of the two main paths on firm performance, independently from one another. Learning from complaints is shown to influence both short- and long-term firm-level performance measures positively. However, contrary to expectations, complainants' and managers' perceptions of fairness in the complaint handling processes of firms are found to (1) be nonrelated to short-term firm performances and (2) influence long-term performance expectancies negatively. Asymmetric analyses involving contrarian cases and further utilizing the fuzzy-set qualitative comparative analysis (fsQCA) disclosed distinct sets of antecedents that are sufficient for explaining short- and long-term firm performance. (C) 2015 Elsevier Inc. All rights reserved.
URI: https://doi.org/10.1016/j.jbusres.2015.08.038
https://hdl.handle.net/20.500.11851/1610
ISSN: 0148-2963
Appears in Collections:İşletme Bölümü / Department of Management
Scopus İndeksli Yayınlar Koleksiyonu / Scopus Indexed Publications Collection
WoS İndeksli Yayınlar Koleksiyonu / WoS Indexed Publications Collection

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