Service employees' willingness to report complaints scale: Cross-country application and replication

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

Journal of Business Research, 2015, vol. 68, issue 3, 500-506

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: Complaint management; Scale validation; Service employees; Willingness to report complaints (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:68:y:2015:i:3:p:500-506

DOI: 10.1016/j.jbusres.2014.09.013

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