Advanced Search

Journal Navigation

Journal Home

Subscriptions

Archive

Contact Us

Table of Contents

SAGETRACK

Sign In to gain access to subscriptions and/or personal tools.
Journal of Service Research
This Article
Right arrow Full Text (PDF)
Right arrow All Versions of this Article:
1094670509344214v1
12/2/156    most recent
Right arrow References
Right arrow Alert me when this article is cited
Right arrow Alert me if a correction is posted
Right arrow Citation Map
Services
Right arrow Email this article to a friend
Right arrow Similar articles in this journal
Right arrow Alert me to new issues of the journal
Right arrow Add to Saved Citations
Right arrow Download to citation manager
Right arrowRequest Permissions
Right arrow Request Reprints
Right arrow Add to My Marked Citations
Citing Articles
Right arrow Citing Articles via Scopus
Google Scholar
Right arrow Articles by Luria, G.
Right arrow Articles by Yagil, D.
Social Bookmarking
Add to CiteULike   Add to Complore   Add to Connotea   Add to Del.icio.us   Add to Digg   Add to Reddit   Add to Technorati   Add to Twitter  
What's this?

Employees’ Willingness to Report Service Complaints

Gil Luria

University of Haifa, gluria{at}univ.haifa.ac.il

Iddo Gal

University of Haifa

Dana Yagil

University of Haifa

This article presents the concept of service workers’ willingness to report service complaints (WRC) and examines frontline workers’ discretion about reporting customer complaints in two qualitative studies and a quantitative study. The qualitative studies conceptualize WRC based on a critical incident technique and interviews with service providers and reveal that service providers practice much discretion in their decision to report both informal and formal complaints, weighing cost/ benefit considerations, customer motivation and complaint justification, and numerous organizational and other factors. The quantitative study examines a preliminary WRC scale and its relationship with several correlates and shows that WRC levels are associated with measures of organizational citizenship behavior, service climate, and empowerment. The discussion examines the contribution of the findings regarding WRC to research on service recovery and improving customer satisfaction and presents managerial implications.

Key Words: customer complaints • service recovery • service climate • empowerment • organizational citizenship behavior

This version was published on November 1, 2009

Journal of Service Research, Vol. 12, No. 2, 156-174 (2009)
DOI: 10.1177/1094670509344214
Add to CiteULike CiteULike   Add to Complore Complore   Add to Connotea Connotea   Add to Del.icio.us Del.icio.us   Add to Digg Digg   Add to Reddit Reddit   Add to Technorati Technorati   Add to Twitter Twitter    What's this?