[quocanh]

> We found that the more a firm responded to complaints, the more likely it was to fall in both value and in perceived brand quality.

Could someone with access to the actual paper tell me if they instead meant firms that responded through public strategies versus firms that responded through closed strategies? This sentence implies, rather, that firms that received more complaints fall in value and brand quality (duh).

https://journals.sagepub.com/doi/abs/10.1177/002224292110021...