Consumer Complaints and Company Market Value

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dc.contributor.authorDANNY PIMENTEL CLARO
dc.contributor.authorFragoso, Antonio Fabio Guena Reali
dc.contributor.authorLaban Neto, Silvio Abrahao
dc.contributor.authorPRISCILA BORIN DE OLIVEIRA CLARO
dc.coverage.paisBrasilpt_BR
dc.creatorFragoso, Antonio Fabio Guena Reali
dc.creatorLaban Neto, Silvio Abrahao
dc.date.accessioned2022-08-15T18:05:01Z
dc.date.available2022-08-15T18:05:01Z
dc.date.issued2014
dc.description.abstractConsumer complaints affect company market value and common sense suggests that a negative impact is expected. However, do complaints always negatively impact company market value? We hypothesize in this study that complaints may have a non-linear effect on market value. Positive (e.g. avoiding high costs to solve complaints) and negative (e.g. speedy and intense diffusion) tradeoffs may occur given the level of complaints. To test our non-linear hypothesis, a panel data was collected from cell phone service providers from 2005 to 2013. The results supported our tradeoff rationale. Low levels of complaints allow for companies to increase market value, while high levels of complaints cause increasing harm to market value. The sample, model and period considered in this study, indicates a level of 0.49 complaints per thousand consumers as the threshold for a shift in tradeoffs. The effects on market value become increasingly negative when trying to make reductions to move below this level, due to negative tradeoffs.pt_BR
dc.description.notesTrabalho Completopt_BR
dc.format.extentp. 248-263pt_BR
dc.format.mediumDigitalpt_BR
dc.identifier.doihttps://doi.org/10.1590/1807-7692bar2014130004pt_BR
dc.identifier.issn1807-7692pt_BR
dc.identifier.issue3pt_BR
dc.identifier.urihttps://repositorio.insper.edu.br/handle/11224/4000
dc.identifier.volume11pt_BR
dc.language.isoInglêspt_BR
dc.publisherAnpadpt_BR
dc.relation.ispartofBrazilian Administration Reviewpt_BR
dc.rights.licenseO INSPER E ESTE REPOSITÓRIO NÃO DETÊM OS DIREITOS DE USO E REPRODUÇÃO DOS CONTEÚDOS AQUI REGISTRADOS. É RESPONSABILIDADE DOS USUÁRIOS INDIVIDUAIS VERIFICAR OS USOS PERMITIDOS NA FONTE ORIGINAL, RESPEITANDO-SE OS DIREITOS DE AUTOR OU EDITORpt_BR
dc.subjectconsumer complaintspt_BR
dc.subjectnegative word of mouthpt_BR
dc.subjectsatisfactionpt_BR
dc.subjectcompany market valuept_BR
dc.subjectcommunicationpt_BR
dc.titleConsumer Complaints and Company Market Valuept_BR
dc.typejournal article
dspace.entity.typePublication
local.identifier.sourceUrihttps://bar.anpad.org.br/index.php/bar/article/view/246
local.subject.cnpqCiências Sociais Aplicadaspt_BR
local.typeArtigo Científicopt_BR
relation.isAuthorOfPublication4d0421e0-4cc8-4fb3-846a-581a48c752f5
relation.isAuthorOfPublicationa9dfdc30-4af3-4fa9-a901-9c4417a062ed
relation.isAuthorOfPublication.latestForDiscovery4d0421e0-4cc8-4fb3-846a-581a48c752f5
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