File Download
There are no files associated with this item.
Links for fulltext
(May Require Subscription)
- Publisher Website: 10.1017/S0022109019000474
- Scopus: eid_2-s2.0-85069849614
- WOS: WOS:000545539300009
- Find via
Supplementary
- Citations:
- Appears in Collections:
Article: The ownership complaint gap: Mutual versus stock intermediaries
Title | The ownership complaint gap: Mutual versus stock intermediaries |
---|---|
Authors | |
Issue Date | 2020 |
Citation | Journal of Financial and Quantitative Analysis, 2020, v. 55, n. 5, p. 1685-1715 How to Cite? |
Abstract | We document a substantial customer complaint gap between stock and mutual financial firms. To assess whether this 21% per year complaint gap stems from complaint-prone customers in stock insurers, we examine state-adjudicated complaint success. To further delineate between customer selection or treatment explanations, we exploit within insurer complaints around random claims (natural disasters) and attention shocks (media scrutiny). Further tests reveal the complaint gap widens with greater competition, near insolvency thresholds, and with more price regulation. Overall, the results are inconsistent with the hypothesis that mutual financial firms exhibit low customer satisfaction, suggesting customers find this a beneficial organizational structure. |
Persistent Identifier | http://hdl.handle.net/10722/309253 |
ISSN | 2021 Impact Factor: 4.337 2020 SCImago Journal Rankings: 4.657 |
ISI Accession Number ID |
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Cheng, Jiang | - |
dc.contributor.author | Qian, Wenlan | - |
dc.contributor.author | Reeb, David M. | - |
dc.date.accessioned | 2021-12-15T03:59:50Z | - |
dc.date.available | 2021-12-15T03:59:50Z | - |
dc.date.issued | 2020 | - |
dc.identifier.citation | Journal of Financial and Quantitative Analysis, 2020, v. 55, n. 5, p. 1685-1715 | - |
dc.identifier.issn | 0022-1090 | - |
dc.identifier.uri | http://hdl.handle.net/10722/309253 | - |
dc.description.abstract | We document a substantial customer complaint gap between stock and mutual financial firms. To assess whether this 21% per year complaint gap stems from complaint-prone customers in stock insurers, we examine state-adjudicated complaint success. To further delineate between customer selection or treatment explanations, we exploit within insurer complaints around random claims (natural disasters) and attention shocks (media scrutiny). Further tests reveal the complaint gap widens with greater competition, near insolvency thresholds, and with more price regulation. Overall, the results are inconsistent with the hypothesis that mutual financial firms exhibit low customer satisfaction, suggesting customers find this a beneficial organizational structure. | - |
dc.language | eng | - |
dc.relation.ispartof | Journal of Financial and Quantitative Analysis | - |
dc.title | The ownership complaint gap: Mutual versus stock intermediaries | - |
dc.type | Article | - |
dc.description.nature | link_to_subscribed_fulltext | - |
dc.identifier.doi | 10.1017/S0022109019000474 | - |
dc.identifier.scopus | eid_2-s2.0-85069849614 | - |
dc.identifier.volume | 55 | - |
dc.identifier.issue | 5 | - |
dc.identifier.spage | 1685 | - |
dc.identifier.epage | 1715 | - |
dc.identifier.eissn | 1756-6916 | - |
dc.identifier.isi | WOS:000545539300009 | - |