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Do Complaining Customers Signal Manufacturing Success?

Springer Nature, (2015), 245
DOI: 10.1007/978-3-319-10963-3_141
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Abstract

This paper synthesizes Better Business Bureau and COMPUSTAT data to examine how customer complaining and organizational responsiveness impact performance. The results provided by a sample of 344 US manufacturing firms suggests that complaints about service are positively related to performance, as is general responsiveness to complaints of any form.

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Fox, G. L., Cronin, J. J., Lawson, S. J., & Robinson, S. (2015). Do Complaining Customers Signal Manufacturing Success? In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (p. 245). Springer Nature. https://doi.org/10.1007/978-3-319-10963-3_141

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