Consumer Complaints and Company Market Value

Consumer Complaints and Company Market Value

Consumer 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 h...

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Bibliographic Details
Main Authors: Danny Pimentel Claro, Antonio Fabio Guena Reali Fragoso, Silvio Abrahão Laban Neto, Priscila Borin de Oliveira Claro
Format: Article
Language:English
Published: Associação Nacional de Pós-Graduação e Pesquisa em Administração (ANPAD) 2014-07-01
Series:BAR: Brazilian Administration Review
Subjects:
consumer complaints; negative word of mouth; satisfaction; company market value; communication.
Online Access:http://www.anpad.org.br/periodicos/arq_pdf/a_1474.pdf

Internet

http://www.anpad.org.br/periodicos/arq_pdf/a_1474.pdf

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