Please use this identifier to cite or link to this item: https://hdl.handle.net/20.500.11851/1610
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dc.contributor.authorYılmaz, Cengiz-
dc.contributor.authorVarnali, Kaan-
dc.contributor.authorTarı Kasnakoğlu, Berna-
dc.date.accessioned2019-07-03T14:45:16Z
dc.date.available2019-07-03T14:45:16Z
dc.date.issued2016
dc.identifier.citationYilmaz, C., Varnali, K., & Kasnakoglu, B. T. (2016). How do firms benefit from customer complaints?. Journal of Business Research, 69(2), 944-955.en_US
dc.identifier.issn0148-2963
dc.identifier.urihttps://doi.org/10.1016/j.jbusres.2015.08.038-
dc.identifier.urihttps://hdl.handle.net/20.500.11851/1610-
dc.description.abstractThe 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.en_US
dc.language.isoenen_US
dc.publisherElsevier Science Incen_US
dc.relation.ispartofJournal Of Business Researchen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectComplaint managementen_US
dc.subjectOrganizational learningen_US
dc.subjectJustice theoryen_US
dc.subjectFirm performanceen_US
dc.subjectFsQCAen_US
dc.titleHow do firms benefit from customer complaints?en_US
dc.typeArticleen_US
dc.departmentFaculties, Faculty of Economics and Administrative Sciences, Department of Managementen_US
dc.departmentFakülteler, İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümütr_TR
dc.identifier.volume69
dc.identifier.issue2
dc.identifier.startpage944
dc.identifier.endpage955
dc.relation.tubitakinfo:eu-repo/grantAgreement/TÜBİTAK/SOBAG/112K462en_US
dc.authorid0000-0002-8296-4107-
dc.identifier.wosWOS:000367760600061en_US
dc.identifier.scopus2-s2.0-84949321664en_US
dc.institutionauthorKasnakoğlu, Berna Tarı-
dc.identifier.doi10.1016/j.jbusres.2015.08.038-
dc.authorwosidN-8826-2018-
dc.authorscopusid56845805200-
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.identifier.scopusqualityQ1-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.grantfulltextnone-
item.fulltextNo Fulltext-
item.openairetypeArticle-
item.cerifentitytypePublications-
item.languageiso639-1en-
crisitem.author.dept04.03. Department of Management-
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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