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

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

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.

Suggested Citation

  • Walsh, Gianfranco & Northington, William Magnus & Hille, Patrick & Dose, David, 2015. "Service employees' willingness to report complaints scale: Cross-country application and replication," Journal of Business Research, Elsevier, vol. 68(3), pages 500-506.
    • Handle: RePEc:eee:jbrese:v:68:y:2015:i:3:p:500-506
    DOI: 10.1016/j.jbusres.2014.09.013
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    References listed on IDEAS

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    1. Hui, Michael K. & Au, Kevin, 2001. "Justice perceptions of complaint-handling: a cross-cultural comparison between PRC and Canadian customers," Journal of Business Research, Elsevier, vol. 52(2), pages 161-173, May.
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    8. repec:cup:judgdm:v:3:y:2008:i::p:371-388 is not listed on IDEAS
    9. Wan, Lisa C., 2013. "Culture's impact on consumer complaining responses to embarrassing service failure," Journal of Business Research, Elsevier, vol. 66(3), pages 298-305.
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    Citations

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    Cited by:

    1. Ulla A. Saari & Saku J. Mäkinen, 2017. "Measuring brand experiences cross-nationally," Journal of Brand Management, Palgrave Macmillan, vol. 24(1), pages 86-104, January.
    2. Ulla A. Saari & Rupert J. Baumgartner & Saku J. Mäkinen, 2017. "Eco-Friendly Brands to Drive Sustainable Development: Replication and Extension of the Brand Experience Scale in a Cross-National Context," Sustainability, MDPI, vol. 9(7), pages 1-26, July.
    3. Gianfranco Walsh & Mario Schaarschmidt & Lefa Teng, 2020. "Cross-cultural Assessment of a Short Scale to Measure Employees’ Company Reputation-Related Social Media Competence," Corporate Reputation Review, Palgrave Macmillan, vol. 23(2), pages 78-91, May.
    4. Gianfranco Walsh & Edward Shiu & Louise Hassan & Patrick Hille & Ikuo Takahashi, 2019. "Fear of Online Consumer Identity Theft: Cross-Country Application and Short Scale Development," Information Systems Frontiers, Springer, vol. 21(6), pages 1251-1264, December.
    5. Bahman Paul Ebrahimi & Sandra A. Young, 2023. "Managerial motivation in China: replication and extension of miner’s hierarchical role motivation theory," Management Review Quarterly, Springer, vol. 73(1), pages 91-112, February.

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