How do firms benefit from customer complaints?

Date

2016-02-01

Author

Yılmaz, Cengiz
VARNALI, KAAN
TARI KASNAKOĞLU, BERNA

Metadata

Show full item record

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Item Usage Stats

189
views

0
downloads

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.

Subject Keywords

Firm performance, Justice theory, Complaint management, Organizational learning, FsQCA

URI

https://hdl.handle.net/11511/32937

Journal

JOURNAL OF BUSINESS RESEARCH

DOI

https://doi.org/10.1016/j.jbusres.2015.08.038

Collections

Department of Business Administration, Article

Suggestions

OpenMETU
Core

How do learning orientation and strategy yield innovativeness and superior firm performance? Dulger, M.; Alpay, G.; Yılmaz, Çetin; BODUR, MUZAFFER (2014-06-01) This paper attempts to shed light on the role of learning orientations of firms and their adoption of Porter's generic strategies on four dependent variables: Behavioral innovativeness, product innovativeness, technological innovativeness and, ultimately, firm performance. Hierarchical regressions were run with data from a random sample of 121 firms operating in Turkey. Findings indicate that internally-focused learning, market-focused learning and differentiation strategy have significant effects on the th...
How does innovativeness yield superior firm performance? The role of marketing effectiveness Alpay, Guven; Bodur, Muzaffer; Yılmaz, Cengiz; Buyukbalci, Pinar (2012-03-01) This paper examines the role of marketing effectiveness in the relationship between innovativeness dimensions (e.g., product, market, process, strategic, and behavioral innovativeness) and firm performance. Data were collected via structured questionnaires from 112 firms operating in Turkey and analyzed through hierarchical regression analysis. Findings indicate that different dimensions of innovativeness have different effects on marketing effectiveness and firm performance. The results also support the me...
Organizational trust, organizational identification, and organizational cynicism: a research on white colors Yakın, Burçak; Sökmen, Alptekin; Bıyık, Yunus (2017-07-01) Organizational trust, organizational identification and organizationalcynicism are attractive issues for organizationalbehaviorresearchersbecauce of possible pozitive and negative affects on bothindividual and organizational performance and productivity. All of themwereused as research variables in manystudieswithdifferentsamples. For thisreason, the aim of thisstudyis to examine the relationshipbetweenorganizational trust (OT), organizationalide...
Experimental exploration of attitude change: a path model of cognitive dissonance, resilience, and readiness for organizational change among prospective teachers Çalışkan, Ömer; Gökalp, Gökçe; Department of Educational Sciences (2017) The purpose of this study was to compare three different attitude groups (negative attitude group, positive attitude group, and control group) with respect to the magnitude of change obtained for Readiness for Organizational Change (RFOC) factors (personal benefit, change efficacy, appropriateness, and management support), and to test two separate path models investigating the nature of the relationships between Cognitive Dissonance and Resilience in predicting the magnitude of change obtained for RFOC fact...
Predictors of Organizational Socialization of Instructors in Higher Education Ataman, Fatma; Kondakçı, Yaşar (2016-04-01) This study aims to investigate the relationship between organizational socialization and various organizational (type of university, training, work conditions, knowledge sharing) and individual (academic degree, teaching experience, length of employment at current work place, job satisfaction, commitment, self-efficacy) level factors, both factors taken together focusing on the content, context and process dimensions of socialization. For this aim, data from 737 public and private university English languag...

Citation Formats

C. Yılmaz, K. VARNALI, and B. TARI KASNAKOĞLU, “How do firms benefit from customer complaints?,” JOURNAL OF BUSINESS RESEARCH, pp. 944–955, 2016, Accessed: 00, 2020. [Online]. Available: https://hdl.handle.net/11511/32937.