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

dc.contributor.authorWalsh, G
dc.contributor.authorNorthington, WM
dc.contributor.authorHille, P
dc.contributor.authorDose, D
dc.date.accessioned2020-03-30T14:04:57Z
dc.date.issued2014-10-05
dc.description.abstractAlthough 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.en_GB
dc.identifier.citationVol. 68 (3), pp. 500 - 506en_GB
dc.identifier.doi10.1016/j.jbusres.2014.09.013
dc.identifier.urihttp://hdl.handle.net/10871/120475
dc.language.isoenen_GB
dc.publisherElsevieren_GB
dc.rights© 2014 Elsevier Inc. This version is made available under the CC-BY-NC-ND 4.0 license: https://creativecommons.org/licenses/by-nc-nd/4.0/  en_GB
dc.subjectComplaint managementen_GB
dc.subjectScale validationen_GB
dc.subjectService employeesen_GB
dc.subjectWillingness to report complaintsen_GB
dc.titleService employees' willingness to report complaints scale: Cross-country application and replicationen_GB
dc.typeArticleen_GB
dc.date.available2020-03-30T14:04:57Z
dc.identifier.issn0148-2963
dc.descriptionThis is the author accepted manuscript. The final version is available from Elsevier via the DOI in this record.en_GB
dc.identifier.journalJournal of Business Researchen_GB
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/ en_GB
dcterms.dateAccepted2014-10-05
rioxxterms.versionAMen_GB
rioxxterms.licenseref.startdate2014-03-05
rioxxterms.typeJournal Article/Reviewen_GB
refterms.dateFCD2020-03-30T13:59:29Z
refterms.versionFCDAM
refterms.dateFOA2020-03-30T14:05:00Z
refterms.panelCen_GB


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© 2014 Elsevier Inc. This version is made available under the CC-BY-NC-ND 4.0 license: https://creativecommons.org/licenses/by-nc-nd/4.0/  
Except where otherwise noted, this item's licence is described as © 2014 Elsevier Inc. This version is made available under the CC-BY-NC-ND 4.0 license: https://creativecommons.org/licenses/by-nc-nd/4.0/