Third-party complaints and firm performance: an application in Spanish banking

This article focuses on the impact of third-party complaints on firm performance. We propose two research hypotheses, which are developed from the literature of dissatisfaction, emotions, and economics. The methodology is based on an event study to estimate variation in firm share returns in the stock market due to the publication of the Annual Complaints Service Report by the Bank of Spain; as well as a regression analysis to examine the impact of the number of complaints per branch on the variation obtained. The empirical focus is on a sample of eleven banks to which complaints were made and which were quoted on the Spanish Stock Exchange between 1992 and 2001. The results show a negative impact of the publication of these annual complaint reports on the share returns of the banks concerned. Additionally, these returns have a negative relationship with the number of complaints per branch.

Lightweight peer-to-peer secure multi-party VoIP protocol

Multi-party voice-over-IP (MVoIP) services provide economical and convenient group communication mechanisms for many emerging applications such as distance collaboration systems, on-line meetings and Internet gaming. In this paper, we present a light peer-to-peer (P2P) protocol to provide MVoIP services on small platforms like mobile phones and PDAs. Unlike other proposals, our solution is fully distributed and self-organizing without requiring specialized servers or IP multicast support.