Relevant bibliographies by topics / Complaint Management

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Complaint Management'

Author: Grafiati
Published: 4 June 2021
Last updated: 20 February 2023

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Journal articles on the topic "Complaint Management"

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Armstrong, Christine, Alicia Kulczynski, and Stacey Brennan. "For all to see: social risk and observable complaining on Facebook." European Journal of Marketing 56, no. 1 (October 14, 2021): 31–71. http://dx.doi.org/10.1108/ejm-07-2020-0517.

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Purpose Online consumer complaint behaviour that is observable to other consumers provides the firm with an opportunity to demonstrate transparency and service quality to the public eye. The purpose of this paper is to assist practitioners with a strategy to increase perceived accommodativeness in complaint management on social media and reduce the social risk associated with online consumer complaint behaviour using a social exchange theory perspective. Design/methodology/approach Six online experiments with 1,350 US Facebook users were conducted to investigate the effect of supportive and non-supportive virtually present others, and employee intervention on a consumer’s choice to complain, likelihood to make an observable complaint (on the Facebook page) and likelihood to make a non-observable complaint (via Facebook Messenger). The mediating role of perceived accommodativeness and subsequent social risk is also examined. Findings Supportive comments made to the complainant by virtually present others were found to influence participants’ decision to complain, heighten participants’ likelihood to complain about the Facebook page and reduce their likelihood to complain via Facebook Messenger. This effect was reversed in the presence of non-supportive virtually present others and was explained by perceived social risk. Further, a participant’s likelihood to complain about the Facebook page was increased when an employee intervention was directed at a non-supportive comment made to a complainant, by a virtually present other. This effect was explained by the perceived accommodativeness of the employee interaction. Research limitations/implications The findings advance research on online consumer complaint behaviour by investigating how employee intervention can be used to increase the likelihood of an observable complaint. This research is limited in that it does not incorporate individual characteristics, such as introversion/extroversion and propensity to respond to peer pressure, which may affect participant responses. Practical implications This research shows that perceptions of social risk are most effectively reduced by employee intervention directed at a non-supportive comment (made to a complainant) of a virtually present other. Consumer complaint management strategies aimed at minimising perceptions of social risk and encouraging observable online complaint behaviour are proposed. Originality/value This research extends the consumer complaint behaviour taxonomy by introducing the term “observable complaining”, that is, visible complaints made on a Facebook page, and broadens understanding of the organisation’s role in managing non-supportive virtually present others to assuage perceptions of social risk in potential complainants.
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Kuster-Boluda, Amparo, Natalia Vila Vila, and Ines Kuster. "Managing international distributors’ complaints: an exploratory study." Journal of Business & Industrial Marketing 35, no. 11 (April 4, 2020): 1817–29. http://dx.doi.org/10.1108/jbim-11-2018-0336.

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Purpose Complaint management is at the heart of customer relationship management. While many studies have analyzed a client’s complaint behavior in business-to-business (B2B) relationships, there is a lack of research in the study of complaints by distributors from different countries. The purpose of this paper is to explain the following two main objectives: to analyze if the complaint management strategy of a manufacturer varies depending on the type of international distributor used (indirect exporters, direct exporters and commercial subsidiaries); and to analyze the potential effects of complaint management on the satisfaction and fidelity of distributors and the quantity of complaints that they put. Design/methodology/approach A stratified probabilistic sampling method was used, dividing the entire population of distributors of a leading Spanish manufacturer into three different groups. In total, 79 valid responses were obtained as follows: 24 per cent from indirect exporters (organizational commitment Grade 1), 68 per cent from direct exporters (organizational commitment Grade 2) and 8 per cent from commercial subsidiaries (organizational commitment Grade 3). Partial least squares were used to analyze the proposed relationships. Findings The results have confirmed that the procedure for resolving the complaint and its length (resolution time) depends on the seriousness of the complaint (the type of complaint). In turn, the resolution of the complaint influences the satisfaction of the vendor and the latter will influence its fidelity. Regarding the number of complaints, those distributors with the highest number of complaints satisfactorily resolved are those who remain loyal to the company. On the contrary, it is not possible to affirm that the type of distribution channel affects the types of complaints that are presented. Different kinds of distributors of the same manufacturer (indirect exporters, direct exporters and commercial subsidiaries) complain equally. In addition, those whose complaints take longer to resolve are not significantly less satisfied. Even more, low-satisfied distributors will present more complaints than the most satisfied ones. Originality/value First, this study investigates if different kinds of distributors with different international commitments (indirect exporting, direct exporting and commercial subsidiary) behave differently in terms of claims and complaints. Second, this paper analyzes the role of complaint management in international B2B relations to improve distributors' satisfaction and loyalty; but considering the join impact of three dimensions of a successful complaint management strategy that literature usually has examined separately as follows: what (the type of complaint), how it is resolved (management procedure) and when it is closed (duration).
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Huang, Ching-Hsu, and Ken Smith. "Complaint Management." Journal of Restaurant & Foodservice Marketing 1, no. 3-4 (July 8, 1996): 121–34. http://dx.doi.org/10.1300/j061v01n03_08.

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Hayward, Mike. "Complaint management." Journal of Direct, Data and Digital Marketing Practice 9, no. 4 (April 2008): 321–23. http://dx.doi.org/10.1057/dddmp.2008.1.

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Flott, LeslieW. "Complaint management." Metal Finishing 99, no. 9 (September 2001): 67–71. http://dx.doi.org/10.1016/s0026-0576(01)81439-2.

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Johnston, Robert. "Complaint Management." OR Insight 13, no. 4 (October 2000): 9–13. http://dx.doi.org/10.1057/ori.2000.17.

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Sulistyowati, Endah, and Danny Wibowo. "Consumer Complaint Behavior (CCB) of Jombang Health Card (KJS) for increasing health facility service." Journal of Economics, Business & Accountancy Ventura 18, no. 1 (June 2, 2015): 121. http://dx.doi.org/10.14414/jebav.v18i1.388.

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The purpose of this study is to see and assess why they complaint, how to make complaints and alternative for patients complain KJS (Jombang Health Card) users, as such information from various forms of complaint can be used to improve health care strategy hospital. This is an exploratory and qualitative research using Focus Group Discussion (FGD) towards 20 people. It was found that the reason KJS users complain services is due to factors that include poor service, poor facilities, the be-ginning of a long process and product factors include: the availability of drugs, limited room space and time limits hospitalization. The second factor is a fatal loss, allowing participants to have a longer hierarchy levels due to passing through a more complicated procedure. Complaints and personality types of participants affect the nature of the expectations expressed through the submission of a complaint. The results include the results of the settlement of complaints received by the partici-pants, and satisfaction evaluation with the settlement. Generally poor service stimu-lates participants to convey a simple complaint in connection with suggestions or criticism to improve services and hospital management.
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Hastuti, Siti Kurnia Widi, Nikita Cahyani Baginda, and Selly Apri Anda. "A QUALITATIVE STUDY: HOSPITAL PATIENT COMPLAINT MANAGEMENT." Jurnal Administrasi Kesehatan Indonesia 10, no. 1 (June 30, 2022): 31–40. http://dx.doi.org/10.20473/jaki.v10i1.2022.31-40.

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Background: Complaint management is vital for hospitals as patient complaints can be used to advance the quality of health services provided. Aims: This study analyzed patient complaint management at an X government hospital in Yogyakarta. Methods: The research used a descriptive-qualitative method and phenomenology, which was carried out through in-depth interviews, observation, and document review. It involved the head of the legal and public relations department, the head of the public relations sub-division, two staff of the legal and public relations department, two officers to outpatient and inpatient units, and two patients. This study used purposive sampling to select the samples. Data analysis referred to was from the concept of Miles and Huberman, which consists of data reduction, display, and verification. The accuracy of all data was checked using a triangulation method. Results: The hospital followed the patient complaint management procedures. Providing complaint reporting platforms is required to lodge patient complaints to the hospital. Moreover, the suggestion box should be managed properly, and thus the complaints on the box can be managed promptly. Conclusion: Overall, patient complaint management at the hospital has been carried out well and followed the standard operating procedures (SOP).
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Catley, Bevan, Kate Blackwood, Darryl Forsyth, David Tappin, and Tim Bentley. "Workplace bullying complaints: lessons for “good HR practice”." Personnel Review 46, no. 1 (February 6, 2017): 100–114. http://dx.doi.org/10.1108/pr-04-2015-0107.

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Purpose Current research provides an incomplete picture of the challenges facing human resource personnel (HRP) tasked with managing a workplace bullying complaint. The purpose of this paper is to provide a holistic model of the complaint management process in order to advance the theorising of HRP’s role in this important process, and the challenges they face in undertaking it. Design/methodology/approach Cases of workplace bullying heard before the legal system were analysed – a novel data source in research on workplace bullying. Thematic analysis was undertaken on the case determinations to identify the challenges HRP faced that prevented the resolution of the complaint. Findings The analysis indicated two key phases in the complaints management process with five associated challenges. The first two challenges were related to HRP’s ability to assess the substance of the complaint. HRP’s ability or inability to “sort out” conflicting accounts and to follow the process saw the complaint follow one of three “resolution pathways”. Three further challenges were associated with HRP communicating the outcome to the complainant. Failure to overcome these challenges left the complainant aggrieved at the unfairness in which their complaint had been handled – triggering legal action. Originality/value This paper draws on a novel data source to provide a holistic model of the complaint management process related to workplace bullying which details the various components and challenges related to HRP throughout the process. Alongside advancing theory, this research has practical value for improving HR practice.
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Afify, Esraa A., and Mona A. Kadry. "Generic Approach for Customer Management System." Future Computing and Informatics Journal 4, no. 1 (June 24, 2019): 16–36. http://dx.doi.org/10.54623/fue.fcij.4.1.3.

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Customer Complaints are considered as valuable and significant information that can be utilized to attain customer satisfaction. Accordingly, a complaint handling system can address customer dissatisfaction and prevent similar problems from reoccurring. The aim of this paper is to investigate the level of relationship between the complaints and complaint behaviors of the customers who benefit from the services offered. In this paper, a generic approach for the Customer Complaint Management System is proposed to have the ability to minimize customers’ dissatisfaction and on the other hand to motivate customers to take part of controlling the quality of the services provided. The "Service" was used to connect different databases from different platforms to retrieve certain data. The system starts by discussing the service implementation with the web-application interface development. Afterwards, the three main Services that were used in the proposed e-complaint web service were explored to get the Citizen and Staff data and how it's working. Then, these services were implemented in the web application each according to the operation that calls the service to retrieve certain data. Moreover, the most important reports extracted from the evaluation result were explored. For implementing the model, a web application was developed to exhibit the ability of the model as well as efficiency in e-Gov since it could be developed thoroughly. It was supposed that to complete the e-complaint system cycle, there is a need for five modules to implement this cycle; first module related to the "Citizen" who wants to fill his/her complaint; second module the "Admin" who manages the system users; third module the "Agent" who will deal with the Citizen complaints; fourth module the "Staff" who will analyze the causes and actions of each complaint; and fifth module the "Supervisor" who views the overviews reports and takes decisions for improvements. For evaluation purposes, a random generator has been created, which was able to generate random complaint scenarios that serve as input to the proposed model for creating Citizen Complaints. By applying these several test scenarios to the proposed model, it proved that it’s applicable to be applied to real data if it is available and would provide the same performance. The experimental results clearly indicate that using the Service-Oriented Architecture (SOA) is suitable to aid in creating e-complaint systems. The system was implemented using random generator by entering samples of data for 3 years. Also, the system has been tested with 12,015 complaint cases; 11,162 cases are solved and 848 cases still unsolved. The number of governors covered by the system is 29 areas. According to the results, the system counted the cases of gender as 5640 cases of male and 6375 cases of female. Also, counted Married/Single cases as 4674 married citizens and 7341 single citizens. The system also has received 6999 feedbacks.
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Dissertations / Theses on the topic "Complaint Management"

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Yaryan, Elizabeth C. "Special education complaint management: A national profile." W&M ScholarWorks, 1992. https://scholarworks.wm.edu/etd/1539618712.

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Special education complaint management is federally mandated with regulations promulgated in the Education Department General Administrative Regulations. Despite these federal regulations, little attention and no research has ever focused on this area. Special education complaint management systems have access to valuable information necessary for thorough compliance monitoring and this information should be used to benefit children requiring special education services.;This study examined special education complaint management systems and complaint issues in each of the 50 states in the United States, the District of Columbia, the territories, and the Department of Defense Schools. State level complaint managers were asked to complete a survey instrument regarding staffing patterns, implementation procedures and practices, complaints and complainants, complaint issues, as well as assistive services available to complainants.;Results of the study show increasing numbers of complaints, issues, record keeping, and information dissemination. Recommendations for technical assistance and future research are provided as they relate to state level special education complaint management.
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Macaraeg, Annmarie. "Sexual Assault Complaint Management from the Perspectives of Ex-Military Air Force Leaders." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/7037.

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Military sexual assault continues to be a persistent problem for the Department of Defense despite the development of new reporting procedures. A sexual assault in the military can cause a lapse in mission accomplishment, negatively interrupt the victim's career, and lead personnel to fail at meeting high standards and expectations. The management of sexual assault complaints in the military has not been effective in preventing sexual assaults from occurring. This grounded theory study looked to explain how military leadership approaches the sexual assault complaint management process. Bronfenbrenner's (1979) ecological model of human development was the conceptual lens used for this study. Data were collected and analyzed from a sample of 20 ex-Air Force leaders using internet-based open-ended questions. Data analysis included first- and second-cycle coding, theoretical sampling, reflection, and ultimately the construction of a substantive theory. The study identified a bio-social operative (BSO) theory that suggests operational management of sexual assault complaints must encompass positive relationships between leaders and subordinates, coupled with constructive sexual assault prevention strategies and the eradication of preconditions such as biasness. This study contributes to social change through discovery of a theory that may provide military leaders and researchers with insights on how sexual assault complaint management is perceived from former military leaders. It also provides a basis for the development of future support programs that are tailored to the specific needs of military populations. These findings may ultimately raise awareness and contribute to the well-being and quality of life of military personnel.
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Wasfi, Hummam, and Olena Kostenko. "The Impact of Complaint Management on Customers Retention : Banking Industry in Sweden and Lebanon." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-17199.

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Title: The Impact of Complaint Management on Customer Retention Level: Final assignment for Master Degree in Business Administration Authors: Hummam Wasfi, Olena Kostenko Supervisor: Ehsanul Huda ChowdhuryFiD Date: 2014 – June Aim: The purpose of this study is to examine or inspect the aftermath of effective complaint management structure in relevance to customer’s retention in banking industry. Design/methodology/approach: The framework is structured on the bases of determining the strength of the relationships between the following variables complaint management, customer’s satisfaction and loyalty. Whereas, quantitative data were gathered via questionnaire, and further analyzed using SPSS, particularly, employing the relationship measurement tools Correlation and Linear regression analysis to calculate the extent to which each variable affects the other. Findings: The aftermath of analysis led to fundamentally privileged outcome, whereas, subsequent to computing the extent to which complaint management influences customer retention, we were able to extract three formulas to determine the linear relationships between the variables that stimulate this calculation process. Suggestions for future research: To enhance the representation of sample, future studies should target more cities with variant circumstances, and apply this type of analysis to other industries Originality: This study contributes idiosyncratic evidence to companies on the systematic influence of complaint management on customer’s retention, furthermore, repercussions of these findings has led to analysis distinguishing the distinctive response of customers to complaint management in Sweden and Lebanon. Keywords: Complaint Management, Satisfaction, Loyalty, Retention, Banks, Sweden, Lebanon Originality: This study contributes idiosyncratic evidence to companies on the systematic influence of complaint management on customer’s retention, furthermore, repercussions of these findings has led to analysis distinguishing the distinctive response of customers to complaint management in Sweden and Lebanon.
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Lönn, Carl-Mikael. "An m-Government Solution for Complaint and Problem Management : Designing a Solution for Government 2.0." Licentiate thesis, Stockholms universitet, Institutionen för data- och systemvetenskap, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:su:diva-103540.

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In recent years emphasis has been placed on opening up governments and empowering and engaging citizens in governmental activities: this view of e-government is referred to as government 2.0. Government 2.0 focuses on governments becoming more transparent, accessible, and responsive, and on governments promoting increased collaboration and participation.  There is also an increasing demand from citizens to interact and gain access to government services through mobile devices. Adopting mobile and wireless technology within the public sector is referred to as mobile government (m-government) and this new phenomenon is expected to become an important part of the development of e-government. By combining government 2.0 and m-government, The Organisation for Economic Co-operation and Development (OECD) and the research community envisages benefits and calls for action within this field. This research answers this call, and addresses the research problem of how to design an m-government solution for complaint and problem management that enables government 2.0. Challenges that inhibit Swedish municipalities from adopting and utilizing such a solution are also identified in this research. Citizens in Sweden can submit complaints and problems concerning a community, such as broken streetlights, to municipalities. By enabling complaints and problems to be reported through mobile devices it facilitates reporting at the point and time of discovery of the issue. Complaint and problem reporting is therefore a suitable m-government service. The m-government solution for complaint and problem management was designed and evaluated within a research project. This compilation thesis builds on and communicates research performed within the research project. By following a design science research methodology, the complaint and problem management solution is designed and evaluated. The solution (Munizapp) comprises a mobile application (app) and an integration platform (ePlatform). The app is the front-end that enables citizens to report complaints and problems to municipalities. The ePlatform facilitates seamless two-way communication between the app and back-end case management system in municipalities. A theoretical evaluation shows that the solution has functionalities that enable all aspects of government 2.0. Additional evaluations indicate evidence of citizens finding the solution valuable and easy to use. There is willingness among municipalities to adopt and utilize the designed m-government solution, but there are challenges that inhibit them from realizing the full potential of the solution. The challenges identified in this research are described and related to business process management and to government 2.0. Future research should investigate how to overcome these challenges.
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Aziz, Rosdi Bin Haji Abdul. "The effectiveness of public service complaint management processes in contexts of autocratic governance : the case of Brunei Darussalam." Thesis, University of Birmingham, 2015. http://etheses.bham.ac.uk//id/eprint/6213/.

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Almost inevitably on occasions, purchasers, customers or users of services will be so dissatisfied with the quality or experience of procurement that they will feel driven to make a complaint. Whether in relation to public or private sector organisations, complaints can provide suppliers with valuable feedback information about their services which may help to inform and direct improvements more generally as well as in relation to the particular case and circumstances. This aim of this study has been to examine complaint management within a public governmental organization – and particularly within such an organization in an autocratic state context. The study has taken the form of a case-study – set in Brunei Darussalam - and involved a mixed methods research approach of both a survey of some 200 public servants with a structured questionnaire, and a set of some 60 more in-depth, semi structured, interviews with senior governmental officials drawn from a range of departments. While, almost all respondents and interviewees readily acknowledged the importance and value of complaints and complaint management as a key component of good customer focus, the research found that, mostly, the mechanisms for realizing such value were not in place and that, in practice, few government departments in Brunei were managing complaints in any systematic manner. This state of affairs, it has been concluded, reflects the lack of market or democratic pressures for departments to learn from complaints and to improve its public services.
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Nguyen, Tu Anh. "Improving organizational performance by implementing customer complaint management through socio economic approach to management in a case study of SME, Vietnam." Thesis, Strasbourg, 2019. http://www.theses.fr/2019STRAB018.

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[...] Cette recherche-intervention expérimente un système de gestion des réclamations clients associé à l’approche socio-économique du management pour améliorer les performances organisationnelles de la société l’entreprise. La gestion des réclamations clients est développée suivant une approche holistique intégrant les dimensions « Personnes, Processus, Technologie » avec une mise en œuvre globale des réclamations au niveau stratégique, des processus de motivation, des valeurs orientées client et des normes partagées par tous. La gestion des réclamations des clients et l’approche socio-économique sont combinées pour former des «outils exécutifs souples» permettant de réussir le changement organisationnel en évitant la résistance des employés, ce qui conduit au développement de l'organisation. En conséquence, la société l’entreprise est passée de petite à moyenne entreprise. Les performances organisationnelles sont développées sous des aspects multidimensionnels liés aux performances économiques, aux performances sociales en mobilisant les indicateurs d’O'Connor, les modèles de rentabilité de Stauss et de Gupta pour la gestion des plaintes des clients, les coûts cachés calculés par les modèles de Savall et Zardet.Cependant, cette étude a des limites dans les approches et la méthodologie. Tout d’abord, l’approche mécaniste de la théorie de la voix de sortie n’a pas été utilisée pour développer la relation entre la gestion des réclamations des clients et les performances organisationnelles. Deuxièmement, du point de vue des principes de l’approche socio-économique, il n’a pas été possible de développer un projet d’intervention verticale en phase de mise en œuvre en raison de la forte fluctuation du personnel expérimenté et compétent.[...]
[...] This study suggests customer complaint management framework in combination with socio economic approach to management methodology to improve organizational performance of the company. Customer complaint management is approached from integrated holistic approach of People, Process and Technology, aggregate complaint implementation at strategic level, organic approach of the exit – voice theory referring to supportive internal environment, motivational processes, customer – oriented values and norms shared to the whole company. Customer complaint management and SEAM are combined to formulate “soft executive tools” to successful organizational change by avoiding employee resistance, leading to organization development. As a result, the company is transformed from small – sized to medium – sized enterprise. Organizational performance is developed multi – dimensional aspects related to economic performance, social performance of O’Connor’s indicators, customer complaint management profitability models of Stauss and Gupta, hidden costs calculated by Savall’s model and Lakshmi’ model, improving poorly – evaluated indicators of previous researches such as purely financial or purely customer complaint management results.However, this study has some limits in approaches and methodology. Firstly, it hasn’t been used mechanistic approach of the exit-voice theory to develop the relationship between customer complaint management and organizational performance. Secondly, from perspectives of SEAM principles, it cannot maintain vertical intervention project in implementation stage of SEAM because of strong fluctuation of experienced and capable staffs as well as their qualification, knowledge and skills to conduct this kind of vertical intervention research.[...]
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Kubik, Fabian [Verfasser], and Manfred [Akademischer Betreuer] Krafft. "Cognitive and affective organizational identification of frontline employees : an investigation in a customer complaint context / Fabian Kubik ; Betreuer: Manfred Krafft." Münster : Universitäts- und Landesbibliothek Münster, 2017. http://d-nb.info/1142240495/34.

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Sulaiman, Zuraidah. "Perceived recourse and redress risk (PRRR): conceptualisation and preliminary scale development." Thesis, The University of Sydney, 2013. http://hdl.handle.net/2123/10512.

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Prior to purchase, consumers expect that retailers are able to handle their complaints and resolve problems effectively. However, consumers’ efforts in seeking proper recourse and redress often end in frustration. This has given rise to consumers’ perceived lack of effective and efficient complaint management systems, creating a barrier to purchasing – this is termed “Perceived Recourse and Redress Risk” (PRRR). This research posited that existing purchase risk dimensions – performance, financial, privacy, physical, psychological, social, time, and convenience risks – do not adequately capture consumers’ PRRR as a barrier to purchase, and formal scales for measuring constructs that are directly central to recourse and redress failures do not exist. This research discovered the types of risk related to consumers’ PRRR and investigated the potentially risky purchase contexts that influence the salience of PRRR. New items were developed to measure these aspects of perceived risk. From the experiments, consumers perceived a higher level of PRRR when they used an interactive complaint channel compared to when they used a remote complaint channel to seek redress; a higher PRRR for online purchases compared to offline purchases; and a higher PRRR for purchases that involved a foreign retailer compared to purchases from a locally owned retailer. Purchase platform and consumers’ level of ethnocentrism did not moderate the impact of both complaint channel and retailer’s country of origin on consumers’ level of PRRR. Dimensions of PRRR such as “Unreturned”, “Transferred”, “Inaction”, and “No Action due to Policy” showed more consistent significant effects than other dimensions such as “Invalid”, “Rudeness”, “Extended Delay”, and “Incompetence”. This research shed light on effective complaint management systems and suggests that certain changes in the way complaints are handled could result in different and more desirable consumer behaviours, so affecting consumer loyalty.
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Yu, Shuyi S. M. Massachusetts Institute of Technology. "Does IT lead to more equal treatment? : empirical study of the effect of smartphone use on customer complaint resolution." Thesis, Massachusetts Institute of Technology, 2018. http://hdl.handle.net/1721.1/118002.

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Thesis: S.M. in Management Research, Massachusetts Institute of Technology, Sloan School of Management, 2018.
Cataloged from PDF version of thesis.
Includes bibliographical references (pages 67-69).
Customers with more education and communication skills may attract more attention from firms and get better service because they are better placed to advocate for themselves. It is not clear whether the digitization of the consumer complaint process will worsen or improve this situation. To investigate this, we use rich data on customer complaints to the city of Boston. We analyze 364,189 complaints from 2011-2015. Empirically, complaints that originate from areas with high levels of average education are more likely to be solved quickly. However, dedicated mobile app technologies that automate the complaint process can help mitigate the advantage conferred by education. Since the use of digital devices is endogenous to wealth and education, we instrument their usage using granular geographic data on two proxies for cellular signal strength. This analysis again suggests that mobile applications can partially eliminate the disparity between educated and uneducated people in terms of how long it takes to get their complaints resolved. We present suggestive evidence that this is because mobile devices and the standardization of communication they require, eliminate potential differences in treatment of cases that arise due to differences in communication skills. This result suggests that using newer forms of automated digital communication tools enhances equality in customer service.
by Shuyi Yu.
S.M. in Management Research
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Blid, Petter, and Fredrik Peterson. "Vad tillför ett klagomål? : En studie ur ett styrningsperspektiv." Thesis, Linköping University, Department of Management and Economics, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-5928.

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En rad förändringar i de kommunala verksamheterna kan hänföras till tankarna kring behovet av ett nytt tänkande och åtgärder för modernisering av offentlig verksamhet, en förändringsvåg som ofta beskrivs med samlingsbegreppet New Public Management (NPM). Offentlig styrning har blivit allt mer lik den privata och med NPM har offentliga verksamheter tagit mer sikte på marknadskrafterna. En konsekvens av detta tänkande är att medborgarnas synpunkter på verksamheten tilldelas en allt större vikt.

Klagomålshantering har för många privata företag under en längre tid varit ett naturligt sätt att hantera kundernas synpunkter på verksamheten. I företag som är inne i en satsning på total kvalitet (TQM) betraktas klagomålshantering ofta som ett del- eller följdmoment till dessa ansträngningar. TQM, ett koncept med grunderna i den japanska tillverkningsindustrin, har som centrala ledord att kunden ska stå i centrum, arbeta med processer och basera beslut på fakta.Idag används TQM som ett uttryck för organisationens syn på kvalitet även av många offentliga organisationer.

Hur klagomålshantering ska betraktas i den kommunala verksamheten är dock inte självklart. Kundbegreppets innebörd i de kommunala verksamheterna, den stora variationen i tjänsteutbudet samt de nationella styrdokumenten, som i hög utsträckning påverkar utformningen påverkar möjligheterna till att utforma verksamheten, gör att både avsikten med att införa klagomålshanteringen och hur den används inte är lika uppenbart i den kommunala verksamheten som i privata företag.

I Norrköpings kommun togs i början av 2004 ett beslut att införa klagomålshantering i hela organisationen. Beslutet i kommunfullmäktige var ett led i utvecklingen av det systematiska kvalitetsarbete som har sina tankemässiga grunder i TQM konceptet. Det systematiska kvalitetsarbetet ges, som ett av fyra ledord, en framträdande plats i kommunens nya styrmodell som fastställdes i början av 2003.

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Books on the topic "Complaint Management"

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Stauss, Bernd, and Wolfgang Seidel. Effective Complaint Management. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7.

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Garding, Stefan, and Andrea Bruns. Complaint Management and Channel Choice. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-18179-0.

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Royal Canadian Mounted Police External Review Committee. Post-complaint management: The impact of complaint procedures on police discipline. Ottawa, Ont: Royal Canadian Mounted Police External Review Committee, 1990.

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Lauer, Bill. Water quality complaint investigator's guide. Denver, CO: American Water Works Association, 2014.

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Water quality complaint investigator's field guide. Denver, CO: American Water Works Association, 2005.

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Pindur, Wolfgang. A manager's guide to informal complaint handling. Alexandria, Va: International Personnel Management Association, 1990.

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Complaint management excellence: Creating customer loyalty through service recovery. London: Kogan Page, 2012.

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Bear, John. Send this jerk the bedbug letter: How companies, politicians, and the mass media deal with complaints, and how to be a more effective complainer. Berkeley, Calif: Ten Speed Press, 1996.

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McCabe, Douglas M. Corporate nonunion complaint procedures and systems: A strategic human resources management analysis. New York: Praeger, 1988.

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Audits, California Bureau of State. Department of Fair Employment and Housing: Its complaint processing needs more effective management. Sacramento, Calif: Bureau of State Audits, 1997.

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Book chapters on the topic "Complaint Management"

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Stauss, Bernd, and Wolfgang Seidel. "Complaint Evaluation." In Management for Professionals, 205–33. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_10.

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Stauss, Bernd, and Wolfgang Seidel. "Complaint Reporting." In Management for Professionals, 305–28. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_12.

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Stauss, Bernd, and Wolfgang Seidel. "Complaint Stimulation." In Management for Professionals, 85–105. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_6.

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Stauss, Bernd, and Wolfgang Seidel. "Complaint Acceptance." In Management for Professionals, 107–38. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_7.

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Stauss, Bernd, and Wolfgang Seidel. "Complaint Processing." In Management for Professionals, 139–59. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_8.

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Stauss, Bernd, and Wolfgang Seidel. "Complaint Reaction." In Management for Professionals, 161–204. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_9.

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Stauss, Bernd, and Wolfgang Seidel. "Complaint-Management Controlling." In Management for Professionals, 235–303. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_11.

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Garding, Stefan, and Andrea Bruns. "Organisational Complaint Management." In SpringerBriefs in Business, 1–12. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-18179-0_1.

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Stauss, Bernd, and Wolfgang Seidel. "Complaint Management in Retailing." In Service Management, 207–30. New York, NY: Springer New York, 2011. http://dx.doi.org/10.1007/978-1-4614-1554-1_12.

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Stauss, Bernd, and Wolfgang Seidel. "Implementing Active Complaint Management." In Management for Professionals, 469–84. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_18.

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Conference papers on the topic "Complaint Management"

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Kormpho, Pattamaporn, Panida Liawsomboon, Narut Phongoen, and Siripen Pongpaichet. "Smart Complaint Management System." In 2018 Seventh ICT International Student Project Conference (ICT-ISPC). IEEE, 2018. http://dx.doi.org/10.1109/ict-ispc.2018.8523949.

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Li, Ze-ping, Li-Li Li, Bin He, and Jian-ping Liu. "Experimental Study on Logistics Customer Complaint Management." In 2010 International Conference on E-Product E-Service and E-Entertainment (ICEEE 2010). IEEE, 2010. http://dx.doi.org/10.1109/iceee.2010.5661434.

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Hingorani, Ishwarlal, Rushabh Khara, Deepika Pomendkar, and Nataasha Raul. "Police Complaint Management System using Blockchain Technology." In 2020 3rd International Conference on Intelligent Sustainable Systems (ICISS). IEEE, 2020. http://dx.doi.org/10.1109/iciss49785.2020.9315884.

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Ahmed, Falah Y. H., Kevin Loo Teow Aik, Aida Shahrull Radzi, and Marwan D. Salleh. "Develop Attendance Management System with Feedback and Complaint Management Function." In 2019 IEEE 7th Conference on Systems, Process and Control (ICSPC). IEEE, 2019. http://dx.doi.org/10.1109/icspc47137.2019.9068041.

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Trappey, Amy J. C., Ching-Hung Lee, Wen-Pin Chen, and Charles V. Trappey. "A framework of customer complaint handling system." In 2010 7th International Conference on Service Systems and Service Management (ICSSSM 2010). IEEE, 2010. http://dx.doi.org/10.1109/icsssm.2010.5530119.

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He, Yi, and Zhixue Liu. "Process Computing of Complaint Service Management in Reverse Logistics." In 2006 IEEE Asia-Pacific Conference on Services Computing (APSCC'06). IEEE, 2006. http://dx.doi.org/10.1109/apscc.2006.78.

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Wu, Weiyuan, Lampros Flokas, Eugene Wu, and Jiannan Wang. "Complaint-driven Training Data Debugging for Query 2.0." In SIGMOD/PODS '20: International Conference on Management of Data. New York, NY, USA: ACM, 2020. http://dx.doi.org/10.1145/3318464.3389696.

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Flokas, Lampros, Weiyuan Wu, Yejia Liu, Jiannan Wang, Nakul Verma, and Eugene Wu. "Complaint-Driven Training Data Debugging at Interactive Speeds." In SIGMOD/PODS '22: International Conference on Management of Data. New York, NY, USA: ACM, 2022. http://dx.doi.org/10.1145/3514221.3517849.

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Wang, Yan-Yih, Chang-Ping Hsu, Chih-Meng Huang, and Hao-Yu Kao. "Fault Location Prediction Based on Customer Complaint Amount." In 2019 20th Asia-Pacific Network Operations and Management Symposium (APNOMS). IEEE, 2019. http://dx.doi.org/10.23919/apnoms.2019.8893077.

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Yuanyuan, Zhou, Huang Minxue, and Zhu Huawei. "The role of relationship norms in consumers' complaint intention." In 2011 6th International Conference on Product Innovation Management (ICPIM). IEEE, 2011. http://dx.doi.org/10.1109/icpim.2011.5983584.

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Reports on the topic "Complaint Management"

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Sodbinow, Emmanuel. Pegasystem' Pegacarechain Complaint Management System. Boston, MA: Patricia Seybold Group, March 2002. http://dx.doi.org/10.1571/pr3-21-02cc.

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Miller, Kaleigh. US Guided Management of Undifferentiated Dyspneic Patient in the ED. University of Tennessee Health Science Center, March 2020. http://dx.doi.org/10.21007/com.lsp.2020.0001.

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Intro: Undifferentiated dyspnea can be a complicated presentation muddled by patient comorbidities and similar symptomology shared among etiologies. Some studies have shown increased mortality and length of stay in the hospital when incorrectly initially diagnosed in the ED. US has been shown more effective at differentiating these causes and improves diagnostic accuracy. This study will implement US exam upon initial exam of patient and chart time to diagnosis/treatment, length of stay in ED, length of stay in hospital admissions versus discharge rates, and 30 day mortality. ADHF and COPD/asthma patient differentiation will be the focus. Methods: Prospective cohort study of more than 18 years that present with the primary complaint of dyspnea with more than one complicating comorbid condition. Initial exam by physician will be accompanied by cardiothoracic US previously verified. Results: Study powered by previous year average of time to diagnosis of institution. Patient characteristics, distribution by diagnostic category, and characteristics found on US in correlation with diagnosis will be included for multivariate analysis. Conclusions: We expect to see a singificant difference in our time to diagnosis/treatment and mortality rate.
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Apiyo, Eric, Zita Ekeocha, Stephen Robert Byrn, and Kari L. Clase. Improving Pharmacovigilliance Quality Management System in the Pharmacy and Poisions Board of Kenya. Purdue University, December 2021. http://dx.doi.org/10.5703/1288284317444.

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The purpose of this study was to explore ways of improving the pharmacovigilance quality system employed by the Pharmacy and Poisons Board of Kenya. The Pharmacy and Poisons Board of Kenya employs a hybrid system of pharmacovigilance that utilizes an online system of reporting pharmacovigilance incidences and a physical system, where a yellow book is physically filled by the healthcare worker and sent to the Pharmacy and Poisons Board for onward processing. This system, even though it has been relatively effective compared to other systems employed in Africa, has one major flaw. It is a slow and delayed system that captures the data much later after the fact and the agency will always be behind the curve in controlling the adverse incidents and events. This means that the incidences might continue to arise or go out of control. This project attempts to develop a system that would be more proactive in the collection of pharmacovigilance data and more predictive of pharmacovigilance incidences. The pharmacovigilance system should have the capacity to detect and analyze subtle changes in reporting frequencies and in patterns of clinical symptoms and signs that are reported as suspected adverse drug reactions. The method involved carrying out a thorough literature review of the latest trends in pharmacovigilance employed by different regulatory agencies across the world, especially the more stringent regulatory authorities. A review of the system employed by the Pharmacy and Poisons Board of Kenya was also done. Pharmacovigilance data, both primary and secondary, were collected and reviewed. Media reports on adverse drug reactions and poor-quality medicines over the period were also collected and reviewed. An appropriate predictive pharmacovigilance tool was also researched and identified. It was found that the Pharmacy and Poisons Board had a robust system of collecting historical pharmacovigilance data both from the healthcare workers and the general public. However, a more responsive data collection and evaluation system is proposed that will help the agency achieve its pharmacovigilance objectives. On analysis of the data it was found that just above half of all the product complaints, about 55%, involved poor quality medicines; 15% poor performance, 13% presentation, 8% adverse drug reactions, 7% market authorization, 2% expired drugs and 1% adulteration complaints. A regulatory pharmacovigilance prioritization tool was identified, employing a risk impact analysis was proposed for regulatory action.
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Constatine, Aloyce, Zita Ekeocha, Stephen Robert Byrn, and Kari L. Clase. Quality of Sample Testing in the Laboratory Unit: Current Situation and Strategies for Improvement. Purdue University, December 2021. http://dx.doi.org/10.5703/1288284317446.

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The purpose of this study was to understand the status quo of quality sample testing in the laboratory unit. A quantitative research method was used. An extensive laboratory documents (protocol, worksheets, laboratory analytical plan, standard operating procedures and manuals) review was performed and a networking approach to both management and lab staff at all levels was reviewed in order to identify all non-conformities occurred in the past three years. Results identified 36 number of results deviated from reference standards among different test performed, 400 number of samples lost, the number of laboratory personnel who were not sufficiently trained to take the task properly decreased from 16 in 2016 to 6 in 2018 after conducting training on laboratory quality management system, 36 controlled documents including sample management standard operating procedure, bench job aids were missing and 8 customer complains about the delay of results and quality laboratory of services have been identified.
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Miller, James E. Wild Turkeys. U.S. Department of Agriculture, Animal and Plant Health Inspection Service, January 2018. http://dx.doi.org/10.32747/2018.7208751.ws.

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Like other bird and mammal species whose populations have been restored through conservation efforts, wild turkeys are treasured by many recreationists and outdoor enthusiasts. Wild turkeys have responded positively to wildlife habitat and population management. In some areas, however, their increased populations have led to increased damage to property and agricultural crops, and threats to human health and safety. Turkeys frequent agricultural fields, pastures, vineyards and orchards, as well as some urban and suburban neighborhoods. Because of this, they may cause damage or mistakenly be blamed for damage. Research has found that despite increases in turkey numbers and complaints, damage is often caused by other mammalian or bird species, not turkeys. In the instances where turkeys did cause damage, it was to specialty crops, vineyards, orchards, hay bales or silage pits during the winter. In cultured crops or gardens where wood chips, pine straw or other bedding materials (mulch) are placed around plants, wild turkeys sometimes scratch or dig up the material and damage plants when searching for food. Wild turkeys are a valuable game species, treasured by recreational hunters and wildlife enthusiasts.
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Independent Consultation and Investigation Mechanism: 2020 Annual Report. Inter-American Development Bank, April 2021. http://dx.doi.org/10.18235/0003200.

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2020 was an unprecedented year for everyone, because of the COVID-19 pandemic. MICI experienced this reality first-hand and was dedicated to reducing the disruptions in the operation of the mechanism due to the new circumstances, particularly in case management and accessibility. In numbers, MICIs complaint portfolio remained stable in 2020, with minimal variations compared to previous years. The Mechanism handled 21 complaints in total (two and three complaints less than in 2019 and 2018, respectively), 10 of which were new cases received in 2020. This report presents the management of each of these cases, as well as the main results in promoting access, learning and institutional strengthening.
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Office of the Special Project Facilitator’s Lessons Learned: Sri Lanka Clean Energy Network Efficiency Investment Project. Asian Development Bank, March 2021. http://dx.doi.org/10.22617/arm200272-2.

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This publication discusses issues and resolutions on the clean energy network efficiency investment project in Sri Lanka as one of the Office of the Special Project Facilitator’s Lessons Learned series of case studies on complaint management.
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Office of the Special Project Facilitator’s Lessons Learned: Sri Lanka Integrated Road Investment Program. Asian Development Bank, January 2021. http://dx.doi.org/10.22617/arm200271-2.

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The Office of the Special Project Facilitator (OSPF) is responsible for the problem-solving function of the Accountability Mechanism of the Asian Development Bank (ADB). It aims to actively respond to the concerns of people affected by ADB-assisted projects through fair, transparent, and consensus-based problem-solving. This publication discusses issues and resolutions relating to an integrated road investment project in Sri Lanka. It is one of OSPF’s Lessons Learned series of case studies on its complaint management experience—from project preparation, design, and processing to implementation and monitoring. The series aims to support ADB operations departments, government and private sector partners, and other stakeholders by documenting grievance redress management experiences and identifying important lessons and good practices on problem-solving that are useful for future projects.
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