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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© 2015 Academy of Marketing Science
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Fox, G.L., Cronin, J.J., Lawson, S.J., Robinson, S. (2015). Do Complaining Customers Signal Manufacturing Success?. In: Robinson, Jr., L. (eds) Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-10963-3_141
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DOI: https://doi.org/10.1007/978-3-319-10963-3_141
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Publisher Name: Springer, Cham
Print ISBN: 978-3-319-10962-6
Online ISBN: 978-3-319-10963-3
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