Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1017257 | Journal of Business Research | 2015 | 7 Pages |
Abstract
Although effective customer complaint management can be a key success factor for international service firms, relatively little is known about employees' proclivity to report complaints. The present study examines the meaningfulness and cross-national validity of the Israel-developed willingness to report complaints (WRC) scale. Recognized validation procedures, with samples of service employees from Germany and the U.S., demonstrate the reliability, validity and cross-national invariance of the WRC scale. This article offers implications for both research and service managers.
Keywords
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Business and International Management
Authors
Gianfranco Walsh, William Magnus Northington, Patrick Hille, David Dose,