Consumer Complaints and Company Market Value

Claro, Danny Pimentel; Fragoso, Antonio Fabio Guena Reali; Neto, Sílvio Abrahão Laban; Claro, Priscila Borin de Oliveira

doi:10.1590/1807-7692bar2014130004

Cited by 6 publications

(5 citation statements)

References 72 publications

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“…Usually consumer complaints could affect the reputation of a company (Claro et al, 2014;Martins & Julio, 2013;Coelho et al, 2016;Anderson, Fornell & Mazvancheryl, 2004;Pimentel & Aguiar, 2012) leading to very negative images (Matos & Rossi, 2008;Singh & Wilkes, 1996;Trusov, Bucklin & Pauwels, 2009). Some studies relate consumer complaint counts to the market value of the company (Hevalier & Mayzlin, 2006;Goldenberg et al, 2007;Mittal, Ross & Baldasare, 1998;Romani, Grappi & Dalli, 2012).…”

Section: A Brief Literature Review On Customers Complaintsmentioning

confidence: 99%

“…Telecommunication companies usually have many customer complaints due to technical services provided by the company. Discovering possible causes of complaints is of great interest to improve quality of services in telecommunication companies (Anderson, Fornell & Mazvancheryl, 2004;Claro et al, 2014;Coelho et al, 2016;Fornell & Wernerfelt, 1987;Luo, 2007Luo, , 2009Romani, Grappi & Dalli, 2012;Singh & Wilkes, 1996;Singh, 1988).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

A Customer complaint from a telecommunication company: a Bayesian data analysis

Achcar

Godoy²,

Ferraz³

2022

Ind. Jour. Manag. & Prod.

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This study considers a customer complaint dataset due to the technical services provided by a telecommunications company collected for 134 consecutive weeks from the first week of January 2018 up to the year 2019. The total count of weekly complaints is the sum of different causes, which characterizes compositional data. The data was analyzed assuming a Poisson regression model for the weekly total complaint count data in presence of a random factor and compositional models both under a Bayesian approach using existing MCMC (Monte Carlo Markov Chain) to get the posterior summaries of interest. The obtained results are of great importance to improve the service quality of the company.

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Section: A Brief Literature Review On Customers Complaintsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

A Customer complaint from a telecommunication company: a Bayesian data analysis

Achcar

Godoy²,

Ferraz³

2022

Ind. Jour. Manag. & Prod.

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“…• Without the customer, we would close our doors. Claro et al (2014) point out that consumer complaints affect the company's market value and common sense suggests that a negative impact relates to customer complaints. Low levels of complaints allow companies to increase market value, while high levels of complaints increase damage to the market value.…”

Section: Quality Of Servicesmentioning

confidence: 99%

“…The present study has as main goal, the analysis of service data and complaints from external customers of a telephone company, investigating service failures, discovering factors that affect the complaint counts and proposing suggestions for improvements, especially in the technical service area. Studies on customer complaints are of great interest in companies in different sectors (Anderson, Fornell & Mazvancheryl, 2004;Claro et al, 2014;Coelho et al, 2016;Fornell & Wernerfelt, 1987;Luo, 2007Luo, , 2009Romani, Grappi & Dalli, 2012;Singh & Wilkes, 1996;Singh, 1988). The research developed in a telecommunications company, which operates in the central region of the São Paulo state.…”

Section: Introductionmentioning

confidence: 99%

Quality of services: an application with customer complaint data from a telecommunication company

Achcar

Godoy

2021

Ind. Jour. Manag. & Prod.

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The evaluation of the service quality standard of a telecommunication company using statistical process control (SPC) methods is the main goal of this paper. The study used a dataset collected from January 2018 to November 2019 associated with monthly and weekly customer complaint counts due to the technical services provided by the company. Multiple linear regression models with the count data transformed to a logarithmic scale and Poisson regression models with the original count data detected some significant factors affecting the weekly/monthly complaint counts. In addition, forecasts of future complaint counts based on the statistical models could be of interest for the company to plan the number of technicians in different sectors at different times of the year leading to improvements in the service provided by the telephone company.

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“…accept the fact that handling the customer complaints effectively can develop customer trust and commitment towards the service provider. Complaints help the company to identify the customer problem and reestablish their lost trust (Claro et al, 2014). If complaints are resolved satisfactorily it will lead to trust, commitment and long-term relationship with the service provider; however, if they are not resolved properly, it will promote consumer mistrust towards the organization (Iyiola & Ibidunni, 2013).…”

Section: Effective Complaint Handlingmentioning

confidence: 99%

Exploring the Role of Complaint Handling among Complaining Consumers

Singh

Jain

Choraria³

2016

Vision

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Differentiating organization through service quality and engaging customer for long-term profit motive is a strategic adaptation for the complex competitive retail platform in India. Such approach incorporates the value of trust to ensure desired customer retention. The procedure further intensifies when an organizational approach emphasize effective complaint handling system within its service protocol. Based on this established relationship, this study explores the viability of the framework in the presence of customer complain intention categories with Indian context. Data for this descriptive study are collected using a structured questionnaire from 450 respondents. Out of the three types of complainants (consumer complaint intention), voice complaint intention appeared as the strongest determinant of consumer trust and retention as compared to private and third party complaint intention. On providing complaint handling, the strength of the relationship improved to the greatest extent for private complaint intention while there was no effect of complaint handling for voice complaint intention. Results of the study highlight as to what extent complaint handling matters for different types of complainants (voice, private and third party). Such practices can help the retailers distinguish and accordingly handle various types of complainants. Effective complaint handling practices can make the complainants more trustworthy and loyal than before.

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Consumer Complaints and Company Market Value

Cited by 6 publications

References 72 publications

A Customer complaint from a telecommunication company: a Bayesian data analysis

A Customer complaint from a telecommunication company: a Bayesian data analysis

Quality of services: an application with customer complaint data from a telecommunication company

Exploring the Role of Complaint Handling among Complaining Consumers

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