From complaints to creativity: How consumer complaints drive supplier innovation

Consumer complaints are a concentrated expression of dissatisfaction with product or service quality and serve as an important channel for corporate feedback. This paper examines whether and how consumer complaints directed at downstream firms propagate along the supply chain to affect upstream supp...

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Autors principals:	Haokai Shi, Andi Zhang, Rongrong Xie
Format:	Artigo
Idioma:	Inglês
Publicat:	Elsevier 2026-06-01
Col·lecció:	International Review of Economics & Finance
Matèries:	Consumer complaints Spillover effects Corporate innovation Supply chain
Accés en línia:	http://www.sciencedirect.com/science/article/pii/S1059056026003655
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