How do firms benefit from customer complaints?

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dc.authoridVarnali, Kaan/0000-0002-9731-6532|TARI KASNAKOGLU, BERNA/0000-0002-8296-4107|Yilmaz, Cengiz/0000-0002-9383-1457|Kasnakoglu, Cosku/0000-0002-9928-727X
dc.authorwosidVarnali, Kaan/N-8826-2018
dc.contributor.authorYilmaz, Cengiz
dc.contributor.authorVarnali, Kaan
dc.contributor.authorKasnakoglu, Berna Tari
dc.date.accessioned2024-07-18T20:42:45Z
dc.date.available2024-07-18T20:42:45Z
dc.date.issued2016
dc.departmentİstanbul Bilgi Üniversitesien_US
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.description.sponsorshipScientific and Technological Research Institution of Turkey (TUBITAK) [SOBAG 112 K462]en_US
dc.description.sponsorshipThis research has been funded by the Scientific and Technological Research Institution of Turkey (TUBITAK; Project No: SOBAG 112 K462). Authors would like to thank M. Billur Akdeniz for commenting on an earlier version of the manuscript and Sikayetvar.com for the data grant.en_US
dc.identifier.doi10.1016/j.jbusres.2015.08.038
dc.identifier.endpage955en_US
dc.identifier.issn0148-2963
dc.identifier.issn1873-7978
dc.identifier.issue2en_US
dc.identifier.scopus2-s2.0-84949321664en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.startpage944en_US
dc.identifier.urihttps://doi.org/10.1016/j.jbusres.2015.08.038
dc.identifier.urihttps://hdl.handle.net/11411/7407
dc.identifier.volume69en_US
dc.identifier.wosWOS:000367760600061en_US
dc.identifier.wosqualityQ1en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherElsevier Science Incen_US
dc.relation.ispartofJournal of Business Researchen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_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.subjectWord-Of-Mouthen_US
dc.subjectOrganizational Justiceen_US
dc.subjectMarket Orientationen_US
dc.subjectComplexity Theoryen_US
dc.subjectManagementen_US
dc.subjectFairnessen_US
dc.subjectFailuresen_US
dc.titleHow do firms benefit from customer complaints?
dc.typeArticle

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