TY - JOUR
T1 - Service Employees’ Willingness to Report Complaints Scale: Cross-Country Application and Replication
AU - Walsh, Gianfranco
AU - Northington, William Magnus
AU - Hille, Patrick
AU - Dose, David
PY - 2015/3/1
Y1 - 2015/3/1
N2 - 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.
AB - 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.
KW - Complaint management
KW - Service employees
KW - Willingness to report complaints
UR - https://www.sciencedirect.com/science/article/pii/S0148296314002963
U2 - 10.1016/j.jbusres.2014.09.013
DO - 10.1016/j.jbusres.2014.09.013
M3 - Article
SN - 0148-2963
VL - 68
SP - 500
EP - 506
JO - Journal of Business Research
JF - Journal of Business Research
IS - 3
ER -