Service Employees’ Willingness to Report Complaints Scale: Cross-Country Application and Replication

Gianfranco Walsh, William Magnus Northington, Patrick Hille, David Dose

Research output: Contribution to journalArticlepeer-review

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.
Original languageEnglish
Pages (from-to)500-506
Number of pages7
JournalJournal of Business Research
Volume68
Issue number3
DOIs
Publication statusPublished - 1 Mar 2015

Keywords

  • Complaint management
  • Service employees
  • Willingness to report complaints

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