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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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Chan, Sze Man Gabrielle. "Communication strategies used in online complaint communication : effects on customer satisfaction, corporate image and word of mouth communication." HKBU Institutional Repository, 2002. http://repository.hkbu.edu.hk/etd_ra/447.
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Agestam, Petter, and Peter Molander. "En outnyttjad guldgruva : En studie om hur fyra företag motiverar sin kontaktpersonal att lyssna på kunderna." Thesis, Umeå University, Umeå School of Business, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-5731.
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Syftet med denna studie är att undersöka hur tjänsteföretag med många kundkontakter samlar in synpunkter och klagomål från deras kunder. Genom att undersöka hur företag motiverar sin kontaktpersonal att ta emot synpunkter, vill vi förstå i vilken utsträckning empowerment används som motivationsteori. Studien utgår från ett ledningsperspektiv och använder ett kontaktpersonalperspektiv för att se om ledningen och kontaktpersonalens världsbild överensstämmer.
Metoden har varit fyra kvalitativa fallstudier med kundserviceansvariga och kvantitativa enkäter till kontaktpersonalen i respektive företag.
Slutsatserna är att vi har funnit att företagen delvis motiverar sin personal utifrån empowerment och de specifika fallföretagen kan utveckla sin synpunktshantering i syfte att anpassa sig efter kundernas krav.
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Dolní, Jan. "Optimalizace reklamačního procesu vybraného podniku." Master's thesis, Vysoká škola ekonomická v Praze, 2017. http://www.nusl.cz/ntk/nusl-359236.
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This Master's thesis is focused on complaint handling process in the chosen enterprise. The main goal of this thesis is optimization of the chosen customers' complaints using the appropriate Six Sigma methods. In the theoretical part the reverse logistics and its importance are described then Lean enterprise concepts and methods, which are used for the complaint handling process optimization, are explained. The first part of the practical part introduces the enterprise and its logistics and complaint handling process. The rest of the thesis contains the complaint handling process optimization using the DMAIC method.
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Cláudio, Ana Rafaela de Sousa. "O novo desafio da gestão de reclamações : as redes sociais." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/6070.
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Mestrado em MarketingA gestão de reclamações é um tema de constante importância para as organizações. Esta atividade refere-se à forma como as empresas lidam com os problemas que os seus clientes lhes comunicam sobre aspetos relacionados com produtos / serviços que geram um certo grau de insatisfação. O surgimento da Web 2.0 e das redes sociais constituem uma evolução na Internet, que permite um ambiente de maior interatividade entre os utilizadores e destes com as empresas. Deste modo, a gestão de reclamação depara-se com um novo desafio: as redes sociais. Neste contexto, o presente trabalho final de mestrado discute a seguinte questão de investigação: “Como é que as empresas gerem as reclamações nas redes sociais?” O objetivo principal consistiu em analisar as características da gestão de reclamações face às redes sociais, que são um canal com maior visibilidade relativamente aos mecanismos anteriores proporcionados aos consumidores para esse efeito (por exemplo, o Livro de Reclamações) e propor um conjunto de fatores relevantes para a gestão de reclamações. O método utilizado foi o estudo de caso, realizado numa empresa de telecomunicações móveis. Esta foi a empresa escolhida porque recebeu o maior número de reclamações na rede social - Portal da Queixa. Foram recolhidos e analisados todos os comentários relativos a esta empresa no Portal da Queixa, fizeram-se inquéritos a esses reclamantes e realizou-se um conjunto de entrevistas nas duas organizações. Os principais resultados deste estudo indiciam que com o surgimento da Web 2.0 e das redes sociais, as empresas que optam por estar presentes neste canal, necessitam de ter uma atuação preventiva devido à dimensão e visibilidade deste novo canal, uma vez que este chega facilmente a um grande número de (potenciais) clientes.
The complaints management is a topic of constant importance to organizations. This activity refers to the way enterprises deal with problems that are communicated by their customers about aspects of their products / services that generate a certain degree of dissatisfaction. The emergence of Web 2.0 and social networks sites constitutes an evolution on the Internet, which allows a bigger interactivity environment between the users and the enterprises. Thus, the complaint management is faced with a new challenge: social networks sites. In this context, this master final project has the following research question: "How do companies manage complaints on social networks sites?" The main objective was to analyze the characteristics of complaints management in the social networks sites, which is a way with greater visibility regarding the mechanisms provided to consumers prior to this effect (e.g. the complaints book) and propose a set of factors that are relevant to the complaints management. The method used was a case study in a mobile telecommunications company. This company was chosen since it received the highest number of complaints on the social network site “Portal da Queixa”. All the comments regarding this company on the “Portal da Queixa” were collected and analyzed, surveys were conducted among these claimants, as well as a series of interviews in both organizations. The main results of this study show that with the emergence of Web 2.0 and social networks sites, companies that choose to be present in this channel, need to have a preventive action due to the size and visibility of this new channel, since it can easily reach a large number of (potential) customers.
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Týmlová, Kateřina. "Aplikace metodiky Lean Six Sigma při řešení problému interních reklamací." Master's thesis, Vysoká škola ekonomická v Praze, 2017. http://www.nusl.cz/ntk/nusl-359981.
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The aim of this diploma thesis is to apply Lean Six Sigma methodology on a specific improvement project in manufacturing company Lindab, s.r.o. The purpose of the project is to reduce number of complaints from inner customer, improve quality of selected product and increase overall effectiveness of manufacturing process. The first part of the thesis focuses on theoretical basis of Lean Six Sigma methodology. Each chapter in this part corresponds to one phase of DMAIC improvement cycle. Theoretical part contains descriptions of methods, tools and techniques used in practical part. The second part is dedicated to practical usage of the methodology. The DMAIC cycle is there applied on project of reducing defects on selected product. Attention is put on detailed process mapping, developing measuring system and process analysis. The main output of the practical part is introduction of specific proposals for improvement leading to reduction of defects and waste in manufacturing process.
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Grainger, John. "Non-profit organisations and relationship management: an examination of parental justice evaluations, attitudes, and post-redress behaviours in a complaint resolution process." Thesis, Grainger, John (1999) Non-profit organisations and relationship management: an examination of parental justice evaluations, attitudes, and post-redress behaviours in a complaint resolution process. Professional Doctorate thesis, Murdoch University, 1999. https://researchrepository.murdoch.edu.au/id/eprint/52673/.
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In the process of synthesising educational and business research in the field of relationship management, this study explores the extent to which parental justice-orientated evaluations of a complaint handling process influence post-redress attitudes and behaviours directed towards a team of educational service providers in a public school district. Justice is operationalised as outcomes received (distributive justice), processes used to deliver these outcomes (procedural justice), and the interpersonal communications experienced by the client during a critical service encounter (interactional justice). Utilising these three dimensions of justice provides valuable opportunities to explore relationships between justice evaluations and subsequent client attitudes and behaviours, as directed to the school system and its personnel. It further provides an opportunity to assess the impact perceptions of justice have on subsequent client-service provider relationships.
The empirical investigation in this study is based on a stratified random sample of 642 clients drawn from a public school district. Respondents provided details of problems or concerns, and complaint handling processes experienced with schools or educational personnel, over a twelve month period. For purposes of analysis, respondents were categorised in three groups, voicers, non-voicers, and those who experienced no problems during the period under review. Relationships between justice evaluations and perceptions of satisfaction, commitment, trust, and satisfaction with complaint handling, together with various categories of post-redress behaviours were examined in the context of this grouping, using a variety of multivariate statistical techniques.
The results from this study indicate that a complex web of relationships exist between justice evaluations and subsequent levels of client satisfaction, trust and commitment to the school system, as well as private and public post-redress complaining behaviour on the part of the clients. Interactional justice evaluations were found to impact on relationships to a greater.
The results from this study indicate that complex web of relationships exist between justice evaluations and subsequent levels of client satisfaction, trust and commitment to the school system, as well as private and public, post-redress complaining behaviour on the part of the clients. Interactional justice evaluations were found to impact on relationships to a greater degree than procedural or distributive justice considerations, indicating that interpersonal communications play a highly important role in successful educational relationship management. Other findings highlight important differences between client responses to public and private sector service industries. The implications of these findings for non-profit organisations engaging in relationship marketing strategies are discussed.
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Nery, T?nia Regina. "Do tratamento das reclama??es ? gest?o da insatisfa??o: o comportamento de empresas hoteleiras mediante a insatisfa??o de seus clientes." Universidade Federal do Rio Grande do Norte, 2007. http://repositorio.ufrn.br:8080/jspui/handle/123456789/12093.
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Previous issue date: 2007-09-06Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide significant opportunities for organizational learning. Starting from dissatisfied customer information, companies can detect service flaws and develop new products. This work presents the results of an investigation on the behavior of businesses belonging to the hotel sector in Natal, RN, through the dissatisfaction of their customers. We have sought to map the main problems presented by customers to hotels, in the perception of managers and employees, as well as to understand both the process of dissatisfactionrelated data collection, analysis, and processing, and the utilization of such information by businesses. Beyond this, we have compared the habits of organizations to the company reaction approaches described in the literature: Complaint Handling, Complaint Management, and Dissatisfaction Management. The used methodology has been based on case study. Data was collected via indepth interviews with managers and employees in six hotels, two independent ones and four belonging to national and international hotel networks. We have also made use of documents provided by the organizations, such as guest complaint registers and reports from satisfaction surveys on which content analysis was subsequently performed. The results of the investigation point to a high level of awareness in the companies concerning the importance of consumer dissatisfaction. Even though the maximum grade in the procedure scale is not achieved, it has been observed that answer to dissatisfaction is given in planned and systematic form, geared towards consumer satisfaction and improvement of products and processes. Hotel businesses still have to look into other possibilities for mapping consumer dissatisfaction, which implies, among other aspects, articulation with a range of public and private organizations in such a way as to guarantee sustainability of touristic activities in the long term
A insatisfa??o do consumidor, devidamente tratada, ? uma significativa fonte de informa??o para o gestor. Os estudos nessa ?rea permitem ampliar a compreens?o de determinadas atitudes e comportamentos do cliente, como a lealdade, a inten??o de recompra e o aumento da satisfa??o e da confian?a. Al?m de permitir o feedback dos consumidores, a insatisfa??o pode fornecer oportunidades significativas de aprendizado organizacional. A partir das informa??es de clientes insatisfeitos, as empresas podem detectar falhas nos servi?os e desenvolver novos produtos. Este trabalho apresenta os resultados de uma investiga??o sobre o comportamento adotado por empresas do setor hoteleiro em Natal, RN, mediante a insatisfa??o de seus clientes. Buscou-se mapear os principais problemas apresentados pelos consumidores aos hot?is, na percep??o de gestores e funcion?rios, bem como compreender o processo de coleta, an?lise e tratamento dos dados relacionados ? insatisfa??o e a utiliza??o de tais informa??es pelas empresas. Al?m disso, procurou-se relacionar as pr?ticas organizacionais ?s abordagens de resposta das empresas encontradas na literatura: Tratamento da Reclama??o, Gest?o da Reclama??o e Gest?o da Insatisfa??o. A metodologia empregada foi o estudo de caso. Os dados foram coletados atrav?s de entrevistas em profundidade com gerentes e funcion?rios em seis hot?is; dois independentes e quatro pertencentes a redes hoteleiras nacionais e internacionais. Foram utilizados tamb?m documentos cedidos pelas organiza??es, como registros de reclama??o de h?spedes e relat?rios de pesquisas de satisfa??o, posteriormente submetidos ? an?lise de conte?do. Os resultados da pesquisa apontam para um n?vel de conscientiza??o elevado nas empresas sobre a import?ncia da insatisfa??o do consumidor. Apesar de n?o atingir o n?vel m?ximo na escala de procedimentos, observa-se que a resposta ? insatisfa??o acontece de forma planejada e sistem?tica, orientada para a satisfa??o do consumidor e melhoria de produtos e processos. As empresas hoteleiras devem ainda atentar para outras possibilidades de mapeamento da insatisfa??o do consumidor, o que implica, dentre outros aspectos, a articula??o com uma gama de organiza??es p?blicas e privadas, de forma a garantir a sustentabilidade da atividade tur?stica em longo prazo
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Fransson, Sara, Karolina Lahdeaho, and Therese Skoglund. "Customer Loyalty: A case study of a local bank in Sweden." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-16177.
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Background: The financial services industry is a highly competitive and fragmented market. Firms are realizing the need and advantage of retaining customers rather than only focusing on acquiring new customers. Managers should focus on increasing customer satisfaction and communication levels as well as providing higher service quality. They should also emphasize the importance of building better relationships with customers to create loyalty. Purpose: The purpose of this thesis is to investigate if customers of a local bank office are loyal, find the factors that create disloyalty and analyze how the bank can increase customer loyalty. Method: To complete the purpose of this paper, the authors prepared a case study on a local Swedish bank and conducted a survey of the bank’s customers to determine levels of loyalty within the company. The authors spent four days in the bank office to have the customers fill in the survey immediately after their experience with the bank. Participants in the survey were customers who visited bank tellers, had booked meetings, or un-booked meetings. Conclusion: It was found that the bank had high levels of customer loyalty, as a majority of the customers were exclusively customers of the bank. Never the less a significant amount of customers had an additional bank(s) which shows the bank has an opportunity to strengthen their market position, but also a need to retain their customers. Customers were satisfied with the service quality provided and the relationships were satisfactory between customers and their advisers. The majority of the customers were contributing to a positive word of mouth, which is an indicator that they are loyal customers. However, the main area of improvement needed by the bank is to implement a better customer complaint management system, as many customers did not know how or where to complain.Bakgrund: Den finansiella tjänstesektorn är en starkt konkurrensutsatt och fragmenterad marknad. Företag inser behovet och fördelen av att behålla kunder snarare än att enbart fokusera på att värva nya. Genom att fokusera på att öka kundnöjdheten för att de existerande kunderna kan de erbjuda en bättre service kvalitet. De bör också betona vikten av att bygga bättre relationer med kunder för att skapa lojalitet. Syfte: Syftet med denna uppsats är att undersöka om en lokal banks kunder är lojala, hitta de faktorer som skapar illojalitet och analysera hur banken kan öka kundlojaliteten. Metod: För att uppnå syftet med vår uppsats utarbetade författarna en fallstudie den lokala banken. Författarna genomförde en undersökning av bankens kunder för att analysera dess lojalitet till företaget. Författarna tillbringade en vecka i banken för att utvärdera kundens erfarenhet i relation till dess besök. Deltagarna i undersökningen var kunder som besökte banken i ärenden inom kassa, bokat möten, eller obokat möte. Slutsats: Det konstaterades att banken hade hög kundlojalitet, då en majoritet av kunderna var endast kunder i banken. Icke desto mindre, en stor mängd kunder hade ytterligare bank(er) vilket visar att banken har en möjlighet att stärka sin ställning på i den lokala marknaden, men också att stärka sin ställning i den existerande kundkretsen. Kunderna var nöjda med den servicekvalitet som banken tillhandahåller och relationer var tillfredsställande mellan kunder och deras rådgivare. Majoriteten av kunderna bidrar med positiva rekommendationer, vilket är en indikator på att de är lojala kunder. Dock är den viktigaste biten av förbättring krävs av banken för att genomföra ett bättre system för hantering av anmälningar, eftersom många kunder inte vet hur eller var att klaga.
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Hultqvist, Martina, and Matilda Carlsson. "Strategier för digital klagomålshantering : En kvalitativ studie av fem utvalda hotell med höga kundbetyg." Thesis, Södertörns högskola, Turismvetenskap, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-33122.
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As more hotels are established and that competition in turn increases, it becomes increasingly important to offer a good service to attract customers. If the hotels do not satisfy the guest they may complain. With the Internet's advancement, new approaches were established for dissatisfied guests to raise their complaints and, in other words, the criticism does no longer reach only family and friends. The study aims to create an understanding of how the hotel's complaint management works on the internet. This has been examined by answering the following research questions: • What strategies are used in digital complaint management in social networks? • How does complaint management affect Word of Mouth? To answer the research questions a qualitative approach with five semi-structured interviews and a non-participation observation has been conducted. The study indicates that communication has become more digital, but that personal contact is still more important. The conclusions that can be drawn are that the strategies used in digital complaint management are to respond quickly, to be understanding, to apologize to some extent, use a clear and well-formulated language, consider every word, take a direct dialogue from public to private and compensate the guest if necessary. If the strategies are taken into account in digital complaint management the work towards a satisfied guest will be simplified. A general conclusion drawn in the study is that the formulated strategies are important to work with to increase customer satisfaction and to successfully reverse the guest before spreading negative WOM or e-WOM. It has also been found in the present study that traditional WOM still has a greater impact than e-WOM, despite the fact that e-WOM reaches a larger audience.I takt med att allt fler hotell etableras och att konkurrensen i sin tur ökar blir det viktigare för hotell att kunna erbjuda en god service för att locka till sig kunder. Lyckas hotellen inte tillfredsställa gästen kan de komma att klaga. Med internets framfart grundades nya tillvägagångssätt för missnöjda gäster att föra fram sina klagomål och med andra ord når kritiken inte längre bara bekantskapskretsen. Föreliggande studie ämnar att skapa en förståelse kring hur hotellens arbete med klagomålshantering fungerar på internet. Detta har undersökts genom att besvara följande forskningsfrågor: • Vilka strategier används vid digital klagomålshantering i sociala nätverk? • På vilket sätt påverkas Word of Mouth av klagomålshanteringen? För att besvara forskningsfrågorna har en kvalitativ ansats med fem semistrukturerade intervjuer samt en icke-deltagande observation genomförts. De slutsatser som dras i studien är att allt mer kommunikation sker via det digitala, men att den personliga kontakten fortfarande är viktigare. Studien visade även att strategier som används vid digital klagomålshantering är att svara snabbt, vara förstående, be om ursäkt i viss mån, använda ett tydligt och välformulerat språk, överväga vad man säger, ta en direkt dialog från det offentliga till det privata samt kompensera gästen vid behov. Om strategierna tas i beaktande vid digital klagomålshantering kommer arbetet mot en nöjd gäst att underlättas. En generell slutsats som dras i studien är att de formulerade strategierna är viktiga att arbeta med för att öka kundnöjdheten och för att lyckas vända gästen innan den sprider negativ WOM eller e-WOM. Det har också framkommit i föreliggande studie att traditionell WOM fortfarande har en större påverkan än e-WOM trots att e-WOM når en större publik.
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Firmino, Cristiana Furtado. "Reclamações : a sua importância nas unidades de saúde privadas : um estudo de caso." Master's thesis, Universidade Nova de Lisboa. Escola Nacional de Saúde Pública, 2011. http://hdl.handle.net/10362/9303.
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RESUMO - O sector privado da saúde tem registado um forte crescimento em Portugal. Como principais factores apontam-se a crescente preocupação dos indivíduos com a sua saúde, o aumento do poder de compra, a possibilidade de exercer a escolha do seu prestador de cuidados, o maior conforto proporcionado no consumo de cuidados de saúde e o acesso mais rápido a esses cuidados (por comparação com o serviço público).
Em consequência desses factores, existe por parte da instituição privada de saúde a necessidade de apostar num sistema de gestão de reclamações capaz de dar uma resposta rápida às necessidades, expectativas e preferências do indivíduo enquanto doente e cliente. Nesse âmbito, desenvolveu-se um estudo de investigação qualitativo. Recorreu-se à realização de entrevistas semi-estruturadas cujo tratamento foi submetido à técnica de análise de conteúdo. Procurou-se perceber o que pensam os responsáveis pela gestão e tratamento das reclamações acerca da importância do circuito de reclamação, da utilização das reclamações como uma ferramenta de gestão e qual o seu impacto na estratégia da instituição privada de saúde.
Dos resultados obtidos, verifica-se que, à data, dá-se ainda pouca relevância a este tema, observando-se falhas a nível do circuito de reclamação. Hoje, a reclamação é ainda pouco utilizada e perspectivada como uma ferramenta de gestão. O seu impacto na estratégia da instituição, apesar de ser relevante, tem potencial para ser melhorado, na perspectiva da learning organization. Seria importante articular as estratégias de qualidade, com a formação dos profissionais na área da reclamação, implementação ou melhoria dos instrumentos utilizados nas respostas ao cliente e à entidade reguladora do sector, bem como com o redesenho do circuito do sistema de informação nesta área.ABSTRACT - In Portugal, the private health sector has registered a strong growth. The main factors that explain this phenomenon point to the growing concern of individuals with their health and well-being, increased purchasing power, the possibility of exercising the freedom to choose their healthcare provider, the most comfort provided in healthcare consumption, and also a quicker access to healthcare (in comparison to the public healthcare service). As a result of all of these factors, on behalf of the private healthcare institutions, there was a need to focus on a complaints management system, capable of quickly responding to the individual’s needs, expectations and preferences both as a sick person or as a client. In this scope, we developed a qualitative research study with content analysis. We wanted to understand what those responsible for the management and handling of complaints, thought about the importance of the circuit of the claim, the use of complaints as a management tool and its impact on the strategy of the private healthcare institution. From the results, it appears that to this date, there is still little relevance to this issue, we verified failures in the circuit of complaints. Today, complaints are not still very used neither viewed as a management tool. Its impact on the institution’s strategy, although considered relevant, it has the potential to be improved in a learning organization perspective. It would be important to articulate quality strategies with professional’s training on complaints domain, the implementation or improvement of the tools used in responding to the client and the sector regulator, and also to redesign the information system circuit in this area.
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Mayer, Daniel. "Jakost v podniku." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2011. http://www.nusl.cz/ntk/nusl-223176.
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The thesis is focused on quality in business-clothes KaPO-oděvy s.r.o. It describes the methodology of quality in the company. The analytical part is focused on identifying problems in the company and to evaluate the whole of the current situation. In the next section suggest improvements, or remove identified problems. The result of the proposal will improve the existing situation and improve the quality of the business process. The thesis consists of the theoretical analysis of problems and design their own solutions.
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Horák, Tomáš. "The Importance of Managing eWOM in the Hotel Industry." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-196522.
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The goal of this thesis is to investigate the effects of different hotel response strategies to negative user-generated electronic word of mouth on online travel guide sites and subsequently to identify managerial implications that would lead to an effective online review management in the hotel industry. Three basic response strategies to a negative review were identified: no-response strategy, defensive response strategy and accommodating response strategy. An experimental research method with 240 respondents proved that accommodating response to a negative review has positive impact on customer's perception of a hotel. The most negative perception was observed by the defensive response strategy. The results of this experimental research were confirmed in a Mann-Whitney U-test.
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Montellano, Bernardo Oom Ortiz de. "The optimization of the complaints management system." Master's thesis, NSBE - UNL, 2013. http://hdl.handle.net/10362/11633.
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A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and EconomicsAs result of the impact of the Global Financial Crisis a new paradigm shift in Consumer Behaviour has taken place. In place of compulsive consumption and long-term brand loyalty, consumers adopted more demanding attitudes and are less tolerant towards inefficiencies. In this context, understanding customers’ expectations and the root causes of their complaints became a key driver of the businesses success. The purpose of this study is to present solutions to optimize a Complaints Management System, in order to satisfy and delight customers. The analysis was based on the procedures and respective results of Worten, a Portuguese market leader retailer of White Goods and Consumer Electronics, as well as on the customers’ expectations about Repair Services. Finally, nine solutions were provided in order to meet the new trends of Consumer Behaviour and minimize their complaints by guaranteeing customers’ satisfaction
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Gaedke, Yvonne, and Susanne Robra-Bissantz. "Sag’s uns im Blog ! – Best practice zum Beschwerdemanagement an der TU Braunschweig." Saechsische Landesbibliothek- Staats- und Universitaetsbibliothek Dresden, 2014. http://nbn-resolving.de/urn:nbn:de:bsz:14-qucosa-143278.
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Vondruška, Jiří. "Návrh na snížení počtu neshod s využitím nástrojů kvality." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2014. http://www.nusl.cz/ntk/nusl-224374.
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The thesis is focused on reducing number of nonconformities using quality tools in the company engaged in dyeing and finishing of textile materials. The aim is a proposal of nonconformities management system. Based on analysis of the current method solving nonconformities are designed registration processes of internal nonconformities and complaints, which are followed by evaluation of nonconformities. The proposal will result in a systematic approach in solving of nonconformities.
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Krčálová, Jana. "Řízení jakosti a řízení reklamací ve společnosti." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2010. http://www.nusl.cz/ntk/nusl-222737.
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This masters thesis deals with the current state of quality control system and control of complaints. Based on the information obtained from the analysis of the current situation in the company there is proposal of options and methods for quality improvements and control of complaints in the distribution process.
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Alcock, Sandra. "Evaluating service quality at George Municipality : a complaints management systems approach." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/917.
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The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
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Gaedke, Yvonne, and Susanne Robra-Bissantz. "Sag’s uns im Blog ! – Best practice zum Beschwerdemanagement an der TU Braunschweig." Technische Universität Dresden, 2010. https://tud.qucosa.de/id/qucosa%3A28053.
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Price, Michael Jay. "Strategies for Mitigating Low-Cost Airlines' Passenger Complaints." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4475.
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Representatives of the U.S. Department of Transportation's Bureau of Transportation Statistics reported that passenger complaints filed for the first quarter of 2015 were up 14.4% over the same period of the previous year. The purpose of this single case study was to explore strategies for mitigating low-cost airlines' passenger complaints. Porter's generic strategies provided the conceptual framework for this research study. Data were collected from 3 ground service managers employed by a low-cost airline in Florida using semistructured interview questions, direct observation, field notes, and review of the airline's website and public documents filed with the U.S. Securities and Exchange Commission. Member checking and methodological triangulation were used to ensure data saturation. Inductive line-by-line analysis of participant interviews and review of documents and website to identify similar words and phrases resulted in the emergence of 5 themes: complaints, training, customer retention, policies and procedures, and low-cost strategies. The implication for social change exists because airline managers can apply insights gained from this study to mitigate passenger complaints, thereby increasing the number of customers, lowering fares, and maintaining profitability. In this way, the study may support the creation of additional jobs for airlines as well as other industries providing services to an expanded workforce necessary to accommodate more passengers. Further, in supporting better performance for low-cost carriers, this study may help these businesses to offer low fares to customers previously unable to afford travel, enabling them to visit new places and gain a better understanding of other cultures.
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Giry, Benoit. "La valeur des réclamations et la réaction économique. Sociologie et histoire d'un phénomène gestionnaire." Thesis, Bordeaux, 2016. http://www.theses.fr/2016BORD0309/document.
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Pourquoi et comment les grandes entreprises traitent-elles les réclamations de leur clientèle ? Quels effets ce traitement a-t-il sur les régulations internes des firmes ? Que peut espérer le réclamant ? Cette thèse se propose de traiter ce faisceau de questions par une enquête ethnographique menée dans deux grandes entreprises françaises. S’appuyant sur l’outillage analytique développé par Albert O. Hirschman, elle propose une description historique et sociologique des pratiques de traitement des réclamations. Ainsi, elle souhaite contribuer à la problématique de l’influence du destinataire final d’une marchandise sur les entreprises qui la produisent et la vendentWhy and how do large companies deal with customer complaints? What effects does this treatment have on the internal regulation of firms? What can the customer expect? This thesis proposes to deal with this set of questions by an ethnographic survey conducted in two large French companies. Based on the analytical tools developed by Albert O. Hirschman, it provides a historical and sociological description of the complaint-handling practices. Thus, it wishes to contribute to the question of the influence of the client of a commodity on the companies that produce and sell it
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Štindlová, Ivana. "Optimalizace procesu řízení interních a zákaznických reklamací ve firmě REHAU." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2018. http://www.nusl.cz/ntk/nusl-442565.
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The aim of this thesis is to analyze the current state of the process of internal and customer complaint management in REHAU Automotive s.r.o., Moravská Třebová. Based on the facts to make own proposals for improving the process of managing inter-nal and customer complaints, which will lead to a more efficient process, thus saving time, costs and overall improving of quality management in the company.
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Feleus, Anita. "Non-traumatic arm, neck, and shoulder complaints in general practice incidence, course and management /." [S.l.] : Rotterdam : [The Author] ; Erasmus University [Host], 2008. http://hdl.handle.net/1765/13288.
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Yang, Duanyi Ph D. Massachusetts Institute of Technology. "Why don't they complain? : the social determinants of Chinese migrant workers' grievance behaviors." Thesis, Massachusetts Institute of Technology, 2017. http://hdl.handle.net/1721.1/113950.
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Thesis: S.M. in Management Research, Massachusetts Institute of Technology, Sloan School of Management, 2017.Cataloged from PDF version of thesis.
Includes bibliographical references (pages 38-42).
Using survey data from China, I examine how migrant workers respond to violations of labor law in their workplaces. The central puzzle explored is why, given apparent widespread violations, some workers choose not to pursue remedies. I find that workers with shared local identities with their employers are less likely to be exposed to safety and health hazards at work, less likely to have employment contracts, and less likely to interpret problems experienced as a violation of their legal rights. This paper extends the research on grievance behavior by drawing on research from Law and Society and social networks to understand how these subjective interpretation processes and social identities outside of work influence grievance behaviors. While the empirical focus is on China, the theoretical extensions may help explain why workers in other settings fail to express grievances when confronted with workplace violations.
by Duanyi Yang.
S.M. in Management Research
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O'Flynn, Norma Mary. "The presentation and management of menorrhagia in primary care : improving the understanding of women's complaints." Thesis, King's College London (University of London), 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.406213.
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Spicer, Richard Michael Frank. "A descriptive study of call centre complaints and their management in a Western Cape EMS." Master's thesis, Faculty of Health Sciences, 2021. http://hdl.handle.net/11427/33036.
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Introduction Emergency medical services (EMS) play a vital role in addressing the high burden of disease posed by emergency conditions in low-to-medium income countries and it is vital to ensure that EMS care is of a high quality. Complaints and their management are an important mechanism in addressing individual patient concerns and ensuring accountability to the public. Expanding the role of complaints to effectively affect system-wide quality improvement requires knowledge of trends based on aggregated complaint data. This study aims to describe the volume and nature of complaints received by an urban EMS organisation in the Western Cape. Methodology A retrospective analysis was performed of all non-clinical complaints received for the 2018 calendar year by the call centre of a public EMS in Cape Town, South Africa. All complaint documents were collected and collated with the original case dispatch information. Complaints were categorised according to a standardised complaint coding taxonomy published previously. Complaint investigation outcomes and recommendations were analysed by themes identified during the study. Results A total of 156 complaints were received which referred to 172 patients. Complaints originated primarily from healthcare providers (72%) and patients or public (22%). Inter-facility transfers (73%) generated the most complaints. Encoding of complaint narratives revealed 302 individual service issues, which were classified into taxonomy derived domains (Clinical – 36%; Management – 44%; Relationship – 20%). The “Management” domain highlighted delay issues, accounting for 38% (116/302). Conclusion In this urban EMS, the majority of complaints are related to delays. Complaints were primarily lodged by other healthcare providers. Complaint rates lodged by patients and public are low, and would suggest that a unified and well publicised complaint mechanism is necessary, in order to increase public involvement in service quality improvement. Further research is recommended to validate a taxonomy for EMS complaints specifically.
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Tinkler, Elias, and Patrik Westlin. "Fostering Continuous Improvement and Innovation Through the Complaints Process : A case study at a global manufacturing company." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-79940.
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Quality and innovation are central elements in a successful business, where organizations are not solely looking to satisfy existing customers with high quality but to create novel solutions for future customers as well. As a result, addressing both concepts are vital for sustaining business longterm, which has led to a conflict regarding where companies should allocate their efforts. This study analyzed a global manufacturing company’s complaints management (CM) process, where quality and innovation were addressed with the study questions: How can the CM process be improved to reduce recurring complaints? and How can the CM process be improved to foster innovation?. To answer these, a qualitative approach was used in forms of unstructured and semi-structured interviews as well as quality management & control tools. The variables analyzed were partly constructed from the extensive literature review and partly from the employees involved with the CM process. The results showcased negligence towards the CM process, where process description and governance as well as knowledge management were lacking. Practical implications of the study indicates that if the CM process receives more focus in regards to the mentioned factors, the quality and its ability to foster innovation as well innovation will be improved. Theoretical implications of the study indicates a misalignment between the perception of the CM process and the actions of the company. Employees found it essential to the company’s strategy whereas the process, despite this received attention. These implications are limited to large manufacturing companies and in order to generalize the results, further research is required.
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Riscinto-Kozub, Kristen A. O'Neill Martin. "The effects of service recovery satisfaction on customer loyalty and future behavioral intentions an exploratory study in the luxury hotel industry /." Auburn, Ala, 2008. http://repo.lib.auburn.edu/EtdRoot/2008/SPRING/Nutrition_and_Food_Science/Dissertation/Riscinto-kozub_Kristen_19.pdf.
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Pineda, Ricardo Alberto. "Recognizing and Anticipating Stress Related Complacent Behavior in Manufacturing Industries." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/6263.
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Numerous safety studies suggest that stress complacency related accidents in manufacturing industries continue to cause injuries or fatalities because of the absence of emotional resources for leaders, who are unable to prevent accidents when these conditions exist. Leaders of the manufactory industries may not have the appropriate emotional measures which are significant to recognize employees' underlying complacent behavior. The purpose of this quantitative correlational study was to evaluate the relationship between leaders' emotional intelligence resources and their ability to manage to prevent injuries and fatalities in the workplace. The research questions address key traits of emotional intelligence regarding emotional perceptions and control which are needed to make the leaders more effective at recognizing and responding to stress complacency related incidents. Specifically, this study includes a method of inquiry in the form of a survey designed to measure 140 leaders' emotional intelligence competencies in 3 Western Virginia food and beverage manufactories. Structural equation modeling was used to determine the multivariate relationships among leaders' skills and safety prevention. Leaders' emotional intelligence results indicated a negative effect on stress identification in either upper or middle leadership groups preventing them from exercising safe prevention error with their employees. Promoting leaders' emotional intelligence engagement may potentially contribute to social change helping the food and beverage organizations to protect their employees from getting hurt, promoting strong safety cultures, maintaining a positive impact on families and workers and thereby, increasing community resilience
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Custódio, Andreia Sofia Quina. "A gestão de conflitos com os stakeholders: a perspectiva de responsáveis de comunicação das 100 maiores empresas portuguesas." Master's thesis, [s.n.], 2013. http://hdl.handle.net/10284/3689.
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Dissertação apresentada à Universidade Fernando Pessoa como parte dos requisitos para obtenção do grau de Mestre em Ciências da Comunicação, ramo de Relações PúblicasA gestão de conflitos é uma prática complexa que se tem revelado essencial para as empresas ao longo dos anos, à medida que os stakeholders se tornaram mais exigentes. As Relações Públicas têm vindo a ganhar espaço no seio empresarial, trazendo um novo olhar para esta questão no âmbito da sua função de estrategas e operacionais de comunicação. Tendo em linha de conta que nos dias de hoje o stakeholder é o elemento central de qualquer organização, neste estudo procuramos compreender as técnicas mais adequadas no processo de gestão de conflitos, focando as estratégias para a sua resolução, na prossecução dos objetivos da organização. Esta investigação tem por base uma abordagem empírica assim como uma abordagem de natureza qualitativa e interpretativa que pretende dar a perspetiva da gestão de conflito nas organizações, sendo que para tal, foram realizadas 22 entrevistas a responsáveis de comunicação das 22 maiores empresas de Portugal. Deste modo, procedeu-se à análise de entrevistas para compreender como os líderes de comunicação encaram os conflitos no seio das organizações. Os resultados obtidos demonstraram a importância do desenvolvimento de boas práticas para a medição dos conflitos sendo que deve-se sempre compreender a génese do conflito, conversar com o stakeholder e tentar chegar a um acordo. Paralelamente, a gestão de conflitos permite uma melhoria na satisfação do cliente enriquecendo as relações sociais entre a empresa e os stakeholders. Com esta etapa da investigação compreende-se que o meio empresarial tem a gestão de conflito como estratégias cruciais contribuindo para uma boa imagem da marca/empresa. The conflict management is a complex practice that has proved essential for companies over the years, as stakeholders have become more demanding. Public Relations have been gaining space in business, and this profession is now perceptive like a strategist function and communication operational. Knowing that nowadays stakeholders are the central element of any organization, in this study we try to understand the most appropriate techniques in the process of conflict management, focusing on strategies for their resolution in pursuing the goals of any organization. This research is based on an empirical approach as well as an approach to qualitative and interpretative what to give the vision of the management of conflict in the organizations, through 22 interviews compiled the responsible for communication of the 22 largest companies in Portugal. In this way, the analysis of the interviews show how are the leaders of communication view the conflicts within organizations. The field results show the importance of the development of good practice for the measurement of conflict being that should always understand the genesis of the conflict, to speak with stakeholder and try to reach a consensus. In parallel, the conflict management allows an improvement in customer satisfaction by enriching the social relations between the company and its stakeholders. With the investigative process understands that the business environment has a management of conflict like important strategies because these contribute to a good image of the brand/company. La gestion de conflits est une pratique complexe, qui est devenue indispensable, ces dernières années, pour les entreprises et au fur et à mesure que les stakeholders sont devenus plus exigeants. Les Relations Publiques marquent du terrain au sein du milieu des affaires et des entreprises, en apportant une nouvelle vision pour cette fonction, dans le cadre d'un contexte stratégique et opérationnel. Étant donné que de nos jours, le stakeholder est l'élément central de n'importe quelle organisation, cette étude vise à comprendre les techniques les plus adéquates dans le processus de gestion de conflits, misant sur les stratégies mises en place pour leur résolution, tout en les encadrant dans la poursuite des objectifs prévus. Cette investigation est basée sur une approche empirique ainsi qu’une approche d’origine qualitative et interprétative qui prétend donner une vision de la gestion des conflits dans les entreprises, á travers des 22 entrevues élaborées aux responsables de communication des 22 meilleures entreprises portugaises. De ce fait, la procédure d'analyse des entrevues a pour cause comprendre comment les responsables de communication aperçoivent le conflit dans les entreprises. Les résultats obtenus montrent l'importance de concevoir de bonnes stratégies pour la résolution du conflit en essayant toujours de comprendre l’origine du conflit, discuter avec le stakeholder, et tenter un accord favorable. En parallèle, la gestion de conflit permet une amélioration de la satisfaction du client en enrichissant les relations sociales entre la société et ses stakeholders. A travers du processus d’analyse des entrevues, il est possible de comprendre que les entreprises étudient la gestion des conflits comme stratégies fondamentales vue que ce processus contribue pour une bonne image de la marque/ société.
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Pereira, Paulo Ricardo Maroso. "Direito de reclamação do usuário de serviço público : um instrumento de controle social no atual modelo de administração pública brasileira." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2017. http://hdl.handle.net/10183/169479.
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O presente trabalho tem por finalidade verificar a extensão democrática do Direito de Reclamação do Usuário de Serviço Público no atual modelo gerencial da Administração Pública brasileira, analisando em especial a essência desse instrumento sob dois vieses básicos: o do controle social e o da participação popular na Administração Pública. Para tanto, a fim de compreender seu estágio atual no ordenamento jurídico brasileiro, enquanto instrumento de uma Administração Pública Gerencial, fundamental o estudo das formas anteriores de Administração - Patrimonial e Burocrática. Em um segundo momento, trata-se de analisar o impacto dessa Reforma no direito brasileiro, tanto das alterações da Emenda Constitucional n. 19/98, quanto através das mudanças semânticas de outros institutos jurídicos. Na segunda parte do trabalho o estudo dirige-se especialmente para a abordagem do Direito de Reclamação do Usuário de Serviço Público, analisando sua norma original e sua posterior alteração, bem como o regime jurídico que atualmente se encontra (direito positivo e competência para legislar sobre a matéria). Por fim, examina-se a compatibilidade de tal instrumento sob três conceitos chaves para uma Administração Pública democrática: processo administrativo, controle social e participação popular na Administração Pública. O método de abordagem utilizado é o hipotético-dedutivo, a partir do procedimento monográfico auxiliado pelo histórico; quanto à técnica de pesquisa, esta é apoiada na pesquisa documental em fontes primárias e na pesquisa bibliográfica em fontes secundárias.This paper aims to verify the democratic extension of the Public Service User's Right of Complaint in the current Brazilian Public Administration management model, analyzing in particular the essence of this instrument under two basic biases: social control and popular participation in Public Administration. Therefore, in order to understand its current status in the Brazilian legal system, as an instrument of a Public Management, it is fundamental to study the previous forms of Administration - Patrimonial and Bureaucratic. In a second moment, it is a question of analyzing the impact of this Reformation in the Brazilian law, as much of the alterations of the Constitutional Amendment n. 19/98, as well as through the semantic changes of other legal institutes. In the second part of the study, the study focuses on the Public Service User's Right of Complaint approach, analyzing its original standard and its subsequent amendment, as well as the legal regime currently in place (positive law and competence to legislate on school subjects). Finally, the compatibility of this instrument is examined under three key concepts for a democratic Public Administration: administrative process, social control and popular participation in Public Administration. The method of approach used is the hypothetical-deductive, based on the monographic procedure aided by history; as for the research technique, it is supported by documentary research in primary sources and bibliographical research in secondary sources.
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Hjert, Ylva, Denise Kullberg, and Frida Widlund. ""Palla klaga" : En studie om klagomålshantering och service recovery inom tjänsteindustrin." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-10434.
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Även de mest utvecklade serviceföretag begår misstag, det är oundvikligt. Frågan är inte omfel görs utan snarare hur företaget kommer att hantera situationen när misstaget uppstår.Andra studier har påvisat att det för företag är mer kostnadseffektivt att behålla sina gamlakunder än att ständigt skaffa nya, därför är det viktigt att företag har bra strategier för servicerecovery. Tidigare undersökningar har även visat att kunder som blev nöjda med hanteringenav deras klagomål, blev mer lojala än de kunder som aldrig upplevt något problem.Föreliggande kandidatuppsats i företagsekonomi behandlar ämnet service recovery medinriktning på kundernas upplevelser. Syftet med uppsatsen är att skapa ökad kunskap inomområdet för service recovery med inriktning på serviceföretag. Studien grundas i en kvalitativstudie baserad på empiri, insamlad genom fjorton kundintervjuer, utförda med criticalincident-tekniken. Ämnen som togs upp i intervjuerna var till exempel varför samt hurkunderna valt att framföra sina missnöje, vad de fått för kompensation, och om synen påföretaget förändrats efter händelsen. Den insamlade empiriska data har sedan förstärkts avteoretisk forskningslitteratur.Utifrån resultatet har vi utformat en mall som visar hur företag övergripande kan arbeta medservice recovery. Mallen grundas i tre olika faser; före, under och efter ettservicemisslyckande. Underlaget tyder på att det är viktigt att personalen visar empati och attkunden erbjuds riklig kompensation. Studien påvisade även att det var lättare att framföraklagomål om personalen visat sig intresserad och behjälplig.Even the most developed companies fail, it is inevitable. The question is not whether a servicefailure will occur, but rather how the company handles the situation when it arises. It has alsobeen proven to be more cost effective to retain previous customers rather than constantlyacquiring new ones. Therefore, it is vital that companies develop strategies for effectiveservice recovery. Previous studies have shown that a customer that has been satisfied with acompanys complaints management feel more loyalty towards the company than a customerwho never experienced any problems.The following bachelor thesis in business discusses the subject of service recovery, with afocus on customer experiences. The purpose of this study is to create more knowledge in thefield of service recovery with a focus on service companies. The research is based on aqualitative study based on empirical data collected from fourteen customer interviews madewith the critical incident technique. We focused on why and how these customers chose toexpress their dissatisfaction, how they got compensated, and also if their views of thecompanies changed after their critical incidents. The empirical data is then reinforced bytheoretical research literature.Based on our study, we have developed a template that illustrates how service focusedenterprises should handle their service recovery. The template consists of three phases of howto act before, during and after a service failure. The template establishes that it is important toshow empathy and provide ample compensations. Through the study, we have concluded thatit is easier to complain if the service personnel acts friendly, interested and helpful.The study is written in swedish.
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Lee, Robert Henry. "Comments, compliments and complaints : the use of patient feedback in the management of hospitals in the National Health Service in England." Thesis, King's College London (University of London), 2015. http://kclpure.kcl.ac.uk/portal/en/theses/comments-compliments-and-complaints(f800a5ff-be32-48e6-875e-76b3b38a091a).html.
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Feedback from patients has become increasingly important in the provision of health care and the management of health services in many countries in the last 30 years. Government policy in England and the published research literature from different countries have focused more on the collection than on the use of patient feedback. There are significant gaps in the research literature relating to the ways in which patient feedback is used in the management of health services. The purpose of this research is to examine how feedback from patients is (or is not) used in the management of hospitals in the National Health Service in England. This thesis contains the results of a qualitative study of the use of patient feedback in two purposively selected NHS foundation trusts in England. Data were collected through interviews with managers, from government and Trust documents and websites, and through the observation of meetings. The findings show that qualitative feedback about patients’ subjective experience of their illness and services is used by managers to engage with and motivate staff, but that the quantified results of surveys are used to establish criteria and standards for service improvement. Although compliments and commendations by patients are used to praise staff they are not used to help set explicit standards for service improvement. Boards of directors sometimes use feedback from patients to help set strategies for quality improvement, but appear not subsequently to use that feedback explicitly to monitor the implementation of these strategies or assure the quality of services. The thesis fills gaps in the published literature by demonstrating that, although patient feedback is used in a variety of ways in the management of staff and in the development of strategies to improve the quality of services, managers in general and boards of directors in particular do not always use that feedback systematically to assure and improve the standards of service for patients.
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Villone, Edward J. "Officers Armed With Degrees: Does Education Shield Law Enforcement Officers From Complaints?" Youngstown State University / OhioLINK, 2010. http://rave.ohiolink.edu/etdc/view?acc_num=ysu1288069360.
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Балашова, Д. Ю. "Управління підприємством на засадах концепції результативності." Thesis, Одеський національний економічний університет, 2020. http://dspace.oneu.edu.ua/jspui/handle/123456789/12690.
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У роботі розглядаються основи управління результативністю, критерії які впливають на результативність. Встановлено, що доцільно внести в процесс управління результативністю моделювання бізнес-процесів. Виявлено основні операції процесу управління результативністю. Проведено загальну характеристику діяльності ділерського підприємства ТОВ «Профітайм». За проведеним аналізом встановлено, що ринок косметичних засобів є цілком стабільним та зростаючим. Проведено діагностику результативності діяльності підприємництва за допомогою аналізу задоволеність клієнтів підприємства. Виявлено основні недоліки та причини відхилення. Побудовано схеми основних бізнес-процесів що створюють ланцюг цінностей, що надає змогу покращити обслуговування клієнтів з продажу товару та збільшити обсяги продажу.The paper considers the basics of performance management, the criteria that affect performance. It is established that it is expedient to include business process modeling in the management process. The main operations of the performance management process are revealed. The general characteristic of activity of the dealer enterprise of LLC Profiteim is carried out. According to the analysis, it was found that the cosmetics market is quite stable and growing. The diagnostics of efficiency of activity of business by means of the analysis of satisfaction of clients of the enterprise is carried out. The main shortcomings and reasons for the deviation are identified. Schemes of the main business processes that create a value chain, which allows to improve customer service for the sale of goods and increase sales.
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Sobotík, Jakub. "Podnikatelský záměr-zlepšení řízení jakosti ve firmě Teva Czech Industries s.r.o." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2013. http://www.nusl.cz/ntk/nusl-223898.
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Diploma thesis is focused on quality management in the company Teva Czech Industries s.r.o. Analyzes current situation and issues in this section and with its help suggests improvement leading to higher quality, reduce costs and higher customer satisfaction.
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Soares, Maria Beatriz Matos Figueiredo. "A gestão de reclamações de clientes no facebook pelo setor segurador de automóveis em Portugal." Master's thesis, Instituto Superior de Economia e Gestão, 2019. http://hdl.handle.net/10400.5/17533.
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Mestrado em Ciências EmpresariaisAs redes sociais transformaram a forma como os clientes comunicam as suas reclamações. Apesar de apenas metade das seguradoras nacionais estarem hoje presentes no Facebook constata-se uma consciencialização da importância deste canal. O presente estudo tem assim a seguinte questão de investigação: qual o impacto das reclamações de clientes no Facebook para o setor segurador automóvel Português? Com três objetivos bem definidos: 1. perceber se reclamações que entrem pelo Facebook oficial das seguradoras obtêm resposta; 2. perceber como a seguradora atua face a uma reclamação que entre por este canal, e 3. perceber que tipo de resposta a seguradora dá ao cliente. O método utilizado foi o estudo de caso, recorrendo à realização de entrevistas. Nos casos em que a seguradora tinha uma presença institucional no Facebook as entrevistas contaram com a participação dos gestores desta rede social. Do estudo foi possível concluir que a gestão de reclamações através deste canal é um processo em desenvolvimento. Com a monitorização de reclamações online a ser feita manualmente, com equipas responsáveis por este canal a fazerem um acompanhamento apenas durante o horário útil de trabalho e onde nem todas se ocupam exclusivamente dos social media. Em termos práticos, quando confrontados com reclamações no Facebook o procedimento foi praticamente transversal às várias seguradoras: (1) respostas rápidas, (2) remeter a reclamação para um canal privado, (3) pedir mais dados e, (4) transferência da reclamação para o departamento responsável de forma ativa. Em alguns casos constatou-se a (5) attentiveness e (6) o pedido de desculpa.
Social media are transforming the way which customers communicate their complaints. Although only half of the national insurers are present today on Facebook, there is an awareness of the importance of this channel. The research question is: what is the impact of customer complaints on Facebook for the Portuguese car insurance industry? With three objectives: 1. study if complaints that come through Facebook get an answer; 2. understand how the insurer acts in the face of a complaint that enters through this channel, and 3. understand what kind of response the insurer gives to the customer. The method used was case study, using interviews. In cases where the insurer had an institutional presence on Facebook the interviews were attended by the managers of this social network. From the study it was possible to conclude that the management of complaints through this channel is a process in development. With the monitoring of online complaints to be done manually, with teams responsible for this channel to monitor only during office hours and where not all of them deal exclusively with social media. In practical terms, when faced with complaints on Facebook the procedure was practically transversal to the various insurers; (1) prompt responses, (2) refer the complaint to a private channel, (3) request more data, and (4) transfer the complaint to the responsible department actively. In some cases the (5) attentiveness and (6) the apology were noted.
info:eu-repo/semantics/publishedVersion
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Brandejsová, Kristýna. "Specifikace požadavků na nový informační systém pro proces řízení stížností a reklamací klientů." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-199576.
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The aim of the thesis is the specification of user requirements for complaints and claims management in selected company providing financial services in the Czech Republic. The first section explains the basic theoretical background in the field of process management and information systems. It is also discussed the view of complaints and claims management from customer side. The second section describes the system of complaints and claims management in the company. Based on the analysis of the process the next section specifies the user requirements for a new information system and assesses expected benefits and potential risks of implementing a new information system.
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Bardien, Zubaida. "Developing a model to improve service delivery regarding the monitoring of policing conduct." Thesis, Stellenbosch : University of Stellenbosch, 2005. http://hdl.handle.net/10019.1/2327.
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Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2005.The purpose of this thesis is to develop a new model to improve service delivery regarding the monitoring of policing conduct. A comparative study of international civilian oversight bodies dealing with complaints against the police will be conducted to develop and implement an appropriate model to replace the current referral model with an investigative monitoring system to improve processes that ensure that the police remain accountable for their performance and conduct. The research design will both encompass model building and comparative studies. The basis of the theoretical framework of this thesis is service delivery which is the significance of developing a new model for the Policing Complaints Centre. Service delivery is dealt with in terms of the service industry and service processes, its functioning regarding problem solving, finance and accountability, the challenges facing service delivery and the basic principles and values governing public administration and the role and function of the Public Service Commission. The Legislative Framework for Monitoring Policing Conduct is stipulated in the Constitution of the Republic of South Africa, Act 108 of 1996 and the South African Police Service Act, Act 68 of 1995. This includes the policing functions vested in the Provinces and particularly the mandate of the Policing Complaints Centre in terms of the monitoring policing conduct as well as the limitations set on the provinces. Independent Police Complaints Commission of the United Kingdom. These models will be used because both these civilian oversight bodies operate independently from the policing agencies and therefore the credibility and integrity of the complaints model will be upheld. The main objectives of the new model will be to address the issues of the complainants and provide feedback as soon as possible to the complainants so that public confidence and trust in the police and in the complaints system of the Department can be increased. The new model will concentrate on a different method of dealing with complaints in that all complaints will firstly be evaluated to ascertain whether it is an inquiry or if it is a complaint. If is an enquiry it will be referred to the relevant authority and if it is a complaint it must be decided if an investigation will be conducted, or if an intervention in the form of a formal mediation or informal mediation must take place or in the monitoring of an investigation/inquiry. It has been recommended that the new complaints model and the database management system be implemented to ascertain whether this new model is keeping the police accountable for their performance and conduct.
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Kropáčová, Lucie. "Návrh na snížení zákaznických reklamací." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2016. http://www.nusl.cz/ntk/nusl-234826.
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The master’s thesis is focused on evaluation of present process of managment of complaints in particular company in 2014. The evaluation is made by quality managment tools and with using correlation analysis. On the basis of acquired pieces of information there will be suggest corrective measures. These correctives measures will lead to improvement of managment process of complaints and reduce customer complaints.
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Homsangpradit, Alina. "Customer satisfaction in communicating with reservation staffs of Thai Airways International." CSUSB ScholarWorks, 2003. https://scholarworks.lib.csusb.edu/etd-project/2183.
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The purpose of this research study is to investigate the correlation between the level of customer satisfaction and demographic data. The correlation between the level of customer satisfaction towards THAI'S reservation staff and customer's attitude, and the communication behavior of THAI's reservation staff.