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THE EFFECT OF SERVICE QUALITY AND EXPECTATIONS ON CUSTOMER COMPLAINTS -super-

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  • SILKE J. FORBES

Abstract

Customer complaints measure consumers' dissatisfaction with the quality of a product or service. If product quality is unobservable ex ante , customer complaints may be driven by expectations as well as by the actually experienced quality level. I test whether the level of quality that could be expected prior to consumption affects the number of customer complaints after controlling for- ex post observable-actual quality, using data from the U.S. airline industry. I find that there are fewer complaints when actual quality is higher. Controlling for actual quality, a higher level of expected quality leads to more complaints. Copyright 2008 The Author.

Suggested Citation

  • Silke J. Forbes, 2008. "THE EFFECT OF SERVICE QUALITY AND EXPECTATIONS ON CUSTOMER COMPLAINTS -super-," Journal of Industrial Economics, Wiley Blackwell, vol. 56(1), pages 190-213, March.
  • Handle: RePEc:bla:jindec:v:56:y:2008:i:1:p:190-213
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    Cited by:

    1. Nicollier, Luciana A., 2012. "Customers' Complaints and Quality Regulation," The Warwick Economics Research Paper Series (TWERPS) 990, University of Warwick, Department of Economics.
    2. Joshua S. Gans & Avi Goldfarb & Mara Lederman, 2017. "Exit, Tweets and Loyalty," NBER Working Papers 23046, National Bureau of Economic Research, Inc.
    3. J├╝rgen Janger, 2008. "Supply-Side Triggers for Inflation in Austria," Monetary Policy & the Economy, Oesterreichische Nationalbank (Austrian Central Bank), issue 2, pages 34-69.
    4. T. Randolph Beard, Jeffrey T. Macher, John W. Mayo, . "'Can you Hear Me Now?' Exit, Voice and Loyalty Under Increasing Competition," Journal of Law and Economics, University of Chicago Press, vol. 58(3).
    5. Greenfield, Daniel, 2014. "Competition and service quality: New evidence from the airline industry," Economics of Transportation, Elsevier, vol. 3(1), pages 80-89.
    6. Hoe Sang Chung, 2016. "Behavior-Based Price Discrimination with Experience Goods," Manchester School, University of Manchester, vol. 84(5), pages 675-695, September.

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