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

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

doi:10.1016/j.jbusres.2014.09.013

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

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

St. Bonaventure University
Friedrich-Schiller-Universität Jena
Friedrich-Schiller-University Jena

Research output: Contribution to journal › Article › peer-review

9 Citations (Scopus)

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 language	English
Pages (from-to)	500-506
Number of pages	7
Journal	Journal of Business Research
Volume	68
Issue number	3
DOIs	https://doi.org/10.1016/j.jbusres.2014.09.013
Publication status	Published - 1 Mar 2015

Keywords

Complaint management
Service employees
Willingness to report complaints

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10.1016/j.jbusres.2014.09.013

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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.",

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AU - Dose, David

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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

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DO - 10.1016/j.jbusres.2014.09.013

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JO - Journal of Business Research

JF - Journal of Business Research

IS - 3

ER -

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

Abstract

Keywords

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