School of Management and Economics, University of Electronic Science and Technology of China
User complaints are an important indicator of users'' satisfaction with the quality of an enterprise''s products or services, having an important impact on an enterprise''s acquisition of competitive advantage and long-term development. Drawing upon the attention-based view and using complaint data from 223 Chinese listed firms in the period of 2016-2021, the relationship between user complaints and firm performance and the moderating role of executive team characteristics and meso-environment were empirically tested. Specifically, user complaints are significantly negatively related to firm performance; female executives ratio negatively moderate the relationship between user complaints and firm performance; executive shareholding ratio positively moderates the relationship between user complaints and firm performance; executive education level negatively moderates the relationship between user complaints and firm performance; and the political environment negatively moderates the relationship between user complaints and firm performance. At the same time, the empirical test of the attention-based view was expanded; the impact of user complaints on firm performance was quantitatively analyzed; and how user complaints, senior management team, and firm performance affect each other was discussed. For this reason, the executive team must pay attention to complaint management and risk management and optimize attention allocation to improve user satisfaction, thereby creating greater competitive advantages and enhancing firm performance.