消费者投诉对企业数字化转型的影响

IF 4.8 2区经济学 Q1 BUSINESS, FINANCE

International Review of Economics & Finance Pub Date : 2025-05-28 DOI:10.1016/j.iref.2025.104203

Yingchao Lu , Hailing Chang , Yadan Zhou

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引用次数: 0

摘要

本文研究了消费者投诉对企业数字化转型的影响及其潜在机制。利用2018 - 2023年中国上海和深圳a股上市公司的季度数据，实证结果表明，消费者投诉的增加显著阻碍了企业的数字化转型。机制分析表明，消费者投诉增加了企业的法律风险和非生产成本，导致企业将更多的资源用于短期危机管理，而不是长期的数字化发展。异质性分析表明，这种抑制效应在网络安全治理较弱的公司、高管缺乏数字背景的公司和媒体关注度较高的公司中更为明显。本研究填补了消费者投诉对企业数字化转型影响的文献空白，为相关政策制定提供理论支持。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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The impact of consumer complaints on corporate digital transformation

This paper examines the impact of consumer complaints on corporate digital transformation and its underlying mechanisms. Using quarterly data from China's Shanghai and Shenzhen A-share listed companies from 2018 to 2023, the empirical results show that an increase in consumer complaints significantly hinders corporate digital transformation. Mechanism analysis reveals that consumer complaints raise legal risks and non-productive costs for firms, leading them to allocate more resources toward short-term crisis management rather than long-term digital development. Heterogeneity analysis indicates that this inhibitory effect is more pronounced in firms with weaker cybersecurity governance, firms whose executives lack a digital background, and firms with higher media attention. This study fills a gap in the literature on the impact of consumer complaints on corporate digital transformation and provides theoretical support for relevant policy formulation.

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来源期刊

International Review of Economics & Finance Multiple-

CiteScore

7.30

自引率

2.20%

发文量

253

期刊介绍： The International Review of Economics & Finance (IREF) is a scholarly journal devoted to the publication of high quality theoretical and empirical articles in all areas of international economics, macroeconomics and financial economics. Contributions that facilitate the communications between the real and the financial sectors of the economy are of particular interest.