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| Author: | Forbes, S.J. |
| Title: | The effect of service quality and expectations on customer complaints |
| Journal: | Journal of Industrial Economics
2008 : MAR, VOL 56:1 p. 190-213 |
| Index terms: | customers complaints consumption usa airlines quality |
| Language: | eng |
| Abstract: | Customer complaints measure consumers' dissatisfaction with the quality of a product or service. If product quality is unobservable ex ante, customer complaints may be driven by expectations as well as by the actually experienced quality level. In this paper it is tested whether the level of quality that could be expected prior to consumption affects the number of customer complaints after controlling for ex post observable-actual quality, using data from the U.S. airline industry. It is found that there are fewer complaints when actual quality is higher. Controlling for actual quality, a higher level of expected quality leads to more complaints. |
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