2016 | OriginalPaper | Buchkapitel
Reporting Complaints: Scale Application and Replication
verfasst von : Gianfranco Walsh, Arne K. Albrecht, Patrick Hille, David Dose, Simon Brach
Erschienen in: Looking Forward, Looking Back: Drawing on the Past to Shape the Future of Marketing
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The concept of willingness to report service complaints (WRC) appears in previous service marketing literature that validated this scale. However, the original scale development took place in the context of Israeli service organizations, and wider uptake of the scale has been slow. The present study examines the meaningfulness and validity of the construct by applying the scale to a culturally different country. Comprehensive validation procedures with a sample of more than 230 service employees demonstrate the reliability and validity of the WRC scale.