Operational risk management and customer complaints: the role of product complexity as a moderator.

• Main Authors: Abdul Rahim, Noor Fareen, Ahmed, Essia Ries, Sarkawi, Mohammad Nizam, Jaafar, Abdul Rahman, Shamsuddin, Jauriyah
• Format: Article
• Language: English
• Published: Emerald Publishing Limited 2019
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/26551/1/BIT%2026%208%202019%202486%20%202513.pdf; http://repo.uum.edu.my/26551/; http://doi.org/10.1108/BIJ-04-2018-0089

Purpose – The purpose of this paper is to examine the relationship between operational risk management and customer complaints. It also determines whether product complexity moderates the relationship between the operational risk management and customer complaints. Design/methodology/approach – This...