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Complaints management and bank risk profile

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  • Gambetta, Nicolás
  • Zorio-Grima, Ana
  • García-Benau, María Antonia

Abstract

This study investigates Spanish financial institutions' (FIs') propensity to amend and rectify errors deriving from complaints that financial services' users file with the Spanish regulator Complaints Service and how this propensity relates to FIs' risk profile. Under the theory that risk management system of a FI includes reputation risk, this study finds that FIs with higher amendment ratio are inefficient, have high liquidity, are highly profitable in the banking business and are sensitive to market risk while FIs that tend to rectify errors have lower loan loss provisions booked and have larger loan portfolios. Both tend to issue a sustainability report. Findings shed light on the risk profile of FIs that consider the reports that regulators issue regarding FIs' customers' complaints and help customers to identify FIs with higher customer orientation.

Suggested Citation

  • Gambetta, Nicolás & Zorio-Grima, Ana & García-Benau, María Antonia, 2015. "Complaints management and bank risk profile," Journal of Business Research, Elsevier, vol. 68(7), pages 1599-1601.
    • Handle: RePEc:eee:jbrese:v:68:y:2015:i:7:p:1599-1601
    DOI: 10.1016/j.jbusres.2015.02.002
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    References listed on IDEAS

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    Cited by:

    1. David Adeabah & Charles Andoh & Simplice Asongu & Albert Gemegah, 2023. "Reputational risks in banks: A review of research themes, frameworks, methods, and future research directions," Journal of Economic Surveys, Wiley Blackwell, vol. 37(2), pages 321-350, April.
    2. Manuela Gomez‐Valencia & Maria Alejandra Gonzalez‐Perez & Ana Maria Gomez‐Trujillo, 2021. "The “Six Ws” of sustainable development risks," Business Strategy and the Environment, Wiley Blackwell, vol. 30(7), pages 3131-3144, November.
    3. Gambetta, Nicolás & García-Benau, María Antonia & Zorio-Grima, Ana, 2016. "Data analytics in banks' audit: The case of loan loss provisions in Uruguay," Journal of Business Research, Elsevier, vol. 69(11), pages 4793-4797.
    4. Matteo Cotugno & Valeria Stefanelli, 2023. "Management customer complaints and performance: banks, be careful!," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 27(1), pages 371-412, March.
    5. Semenescu Andreea & Curmei Cătălin Valeriu, 2015. "Using CSR to mitigate information asymmetry in the banking sector," Management & Marketing, Sciendo, vol. 10(4), pages 316-329, December.
    6. Nicolás Gambetta & María Antonia García-Benau & Ana Zorio-Grima, 2017. "Corporate social responsibility and bank risk profile: evidence from Europe," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 517-542, September.
    7. Simon Zaby & Michael Pohl, 2019. "The Management of Reputational Risks in Banks: Findings From Germany and Switzerland," SAGE Open, , vol. 9(3), pages 21582440198, July.
    8. Nicolás Gambetta & Fernando Azcárate-Llanes & Laura Sierra-García & María Antonia García-Benau, 2021. "Financial Institutions’ Risk Profile and Contribution to the Sustainable Development Goals," Sustainability, MDPI, vol. 13(14), pages 1-15, July.

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