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Armstrong, Christine, Alicia Kulczynski, and Stacey Brennan. "For all to see: social risk and observable complaining on Facebook." European Journal of Marketing 56, no. 1 (October 14, 2021): 31–71. http://dx.doi.org/10.1108/ejm-07-2020-0517.
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Purpose Online consumer complaint behaviour that is observable to other consumers provides the firm with an opportunity to demonstrate transparency and service quality to the public eye. The purpose of this paper is to assist practitioners with a strategy to increase perceived accommodativeness in complaint management on social media and reduce the social risk associated with online consumer complaint behaviour using a social exchange theory perspective. Design/methodology/approach Six online experiments with 1,350 US Facebook users were conducted to investigate the effect of supportive and non-supportive virtually present others, and employee intervention on a consumer’s choice to complain, likelihood to make an observable complaint (on the Facebook page) and likelihood to make a non-observable complaint (via Facebook Messenger). The mediating role of perceived accommodativeness and subsequent social risk is also examined. Findings Supportive comments made to the complainant by virtually present others were found to influence participants’ decision to complain, heighten participants’ likelihood to complain about the Facebook page and reduce their likelihood to complain via Facebook Messenger. This effect was reversed in the presence of non-supportive virtually present others and was explained by perceived social risk. Further, a participant’s likelihood to complain about the Facebook page was increased when an employee intervention was directed at a non-supportive comment made to a complainant, by a virtually present other. This effect was explained by the perceived accommodativeness of the employee interaction. Research limitations/implications The findings advance research on online consumer complaint behaviour by investigating how employee intervention can be used to increase the likelihood of an observable complaint. This research is limited in that it does not incorporate individual characteristics, such as introversion/extroversion and propensity to respond to peer pressure, which may affect participant responses. Practical implications This research shows that perceptions of social risk are most effectively reduced by employee intervention directed at a non-supportive comment (made to a complainant) of a virtually present other. Consumer complaint management strategies aimed at minimising perceptions of social risk and encouraging observable online complaint behaviour are proposed. Originality/value This research extends the consumer complaint behaviour taxonomy by introducing the term “observable complaining”, that is, visible complaints made on a Facebook page, and broadens understanding of the organisation’s role in managing non-supportive virtually present others to assuage perceptions of social risk in potential complainants.
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Kuster-Boluda, Amparo, Natalia Vila Vila, and Ines Kuster. "Managing international distributors’ complaints: an exploratory study." Journal of Business & Industrial Marketing 35, no. 11 (April 4, 2020): 1817–29. http://dx.doi.org/10.1108/jbim-11-2018-0336.
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Purpose Complaint management is at the heart of customer relationship management. While many studies have analyzed a client’s complaint behavior in business-to-business (B2B) relationships, there is a lack of research in the study of complaints by distributors from different countries. The purpose of this paper is to explain the following two main objectives: to analyze if the complaint management strategy of a manufacturer varies depending on the type of international distributor used (indirect exporters, direct exporters and commercial subsidiaries); and to analyze the potential effects of complaint management on the satisfaction and fidelity of distributors and the quantity of complaints that they put. Design/methodology/approach A stratified probabilistic sampling method was used, dividing the entire population of distributors of a leading Spanish manufacturer into three different groups. In total, 79 valid responses were obtained as follows: 24 per cent from indirect exporters (organizational commitment Grade 1), 68 per cent from direct exporters (organizational commitment Grade 2) and 8 per cent from commercial subsidiaries (organizational commitment Grade 3). Partial least squares were used to analyze the proposed relationships. Findings The results have confirmed that the procedure for resolving the complaint and its length (resolution time) depends on the seriousness of the complaint (the type of complaint). In turn, the resolution of the complaint influences the satisfaction of the vendor and the latter will influence its fidelity. Regarding the number of complaints, those distributors with the highest number of complaints satisfactorily resolved are those who remain loyal to the company. On the contrary, it is not possible to affirm that the type of distribution channel affects the types of complaints that are presented. Different kinds of distributors of the same manufacturer (indirect exporters, direct exporters and commercial subsidiaries) complain equally. In addition, those whose complaints take longer to resolve are not significantly less satisfied. Even more, low-satisfied distributors will present more complaints than the most satisfied ones. Originality/value First, this study investigates if different kinds of distributors with different international commitments (indirect exporting, direct exporting and commercial subsidiary) behave differently in terms of claims and complaints. Second, this paper analyzes the role of complaint management in international B2B relations to improve distributors' satisfaction and loyalty; but considering the join impact of three dimensions of a successful complaint management strategy that literature usually has examined separately as follows: what (the type of complaint), how it is resolved (management procedure) and when it is closed (duration).
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Huang, Ching-Hsu, and Ken Smith. "Complaint Management." Journal of Restaurant & Foodservice Marketing 1, no. 3-4 (July 8, 1996): 121–34. http://dx.doi.org/10.1300/j061v01n03_08.
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Hayward, Mike. "Complaint management." Journal of Direct, Data and Digital Marketing Practice 9, no. 4 (April 2008): 321–23. http://dx.doi.org/10.1057/dddmp.2008.1.
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Flott, LeslieW. "Complaint management." Metal Finishing 99, no. 9 (September 2001): 67–71. http://dx.doi.org/10.1016/s0026-0576(01)81439-2.
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Johnston, Robert. "Complaint Management." OR Insight 13, no. 4 (October 2000): 9–13. http://dx.doi.org/10.1057/ori.2000.17.
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Sulistyowati, Endah, and Danny Wibowo. "Consumer Complaint Behavior (CCB) of Jombang Health Card (KJS) for increasing health facility service." Journal of Economics, Business & Accountancy Ventura 18, no. 1 (June 2, 2015): 121. http://dx.doi.org/10.14414/jebav.v18i1.388.
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The purpose of this study is to see and assess why they complaint, how to make complaints and alternative for patients complain KJS (Jombang Health Card) users, as such information from various forms of complaint can be used to improve health care strategy hospital. This is an exploratory and qualitative research using Focus Group Discussion (FGD) towards 20 people. It was found that the reason KJS users complain services is due to factors that include poor service, poor facilities, the be-ginning of a long process and product factors include: the availability of drugs, limited room space and time limits hospitalization. The second factor is a fatal loss, allowing participants to have a longer hierarchy levels due to passing through a more complicated procedure. Complaints and personality types of participants affect the nature of the expectations expressed through the submission of a complaint. The results include the results of the settlement of complaints received by the partici-pants, and satisfaction evaluation with the settlement. Generally poor service stimu-lates participants to convey a simple complaint in connection with suggestions or criticism to improve services and hospital management.
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Hastuti, Siti Kurnia Widi, Nikita Cahyani Baginda, and Selly Apri Anda. "A QUALITATIVE STUDY: HOSPITAL PATIENT COMPLAINT MANAGEMENT." Jurnal Administrasi Kesehatan Indonesia 10, no. 1 (June 30, 2022): 31–40. http://dx.doi.org/10.20473/jaki.v10i1.2022.31-40.
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Background: Complaint management is vital for hospitals as patient complaints can be used to advance the quality of health services provided. Aims: This study analyzed patient complaint management at an X government hospital in Yogyakarta. Methods: The research used a descriptive-qualitative method and phenomenology, which was carried out through in-depth interviews, observation, and document review. It involved the head of the legal and public relations department, the head of the public relations sub-division, two staff of the legal and public relations department, two officers to outpatient and inpatient units, and two patients. This study used purposive sampling to select the samples. Data analysis referred to was from the concept of Miles and Huberman, which consists of data reduction, display, and verification. The accuracy of all data was checked using a triangulation method. Results: The hospital followed the patient complaint management procedures. Providing complaint reporting platforms is required to lodge patient complaints to the hospital. Moreover, the suggestion box should be managed properly, and thus the complaints on the box can be managed promptly. Conclusion: Overall, patient complaint management at the hospital has been carried out well and followed the standard operating procedures (SOP).
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Catley, Bevan, Kate Blackwood, Darryl Forsyth, David Tappin, and Tim Bentley. "Workplace bullying complaints: lessons for “good HR practice”." Personnel Review 46, no. 1 (February 6, 2017): 100–114. http://dx.doi.org/10.1108/pr-04-2015-0107.
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Purpose Current research provides an incomplete picture of the challenges facing human resource personnel (HRP) tasked with managing a workplace bullying complaint. The purpose of this paper is to provide a holistic model of the complaint management process in order to advance the theorising of HRP’s role in this important process, and the challenges they face in undertaking it. Design/methodology/approach Cases of workplace bullying heard before the legal system were analysed – a novel data source in research on workplace bullying. Thematic analysis was undertaken on the case determinations to identify the challenges HRP faced that prevented the resolution of the complaint. Findings The analysis indicated two key phases in the complaints management process with five associated challenges. The first two challenges were related to HRP’s ability to assess the substance of the complaint. HRP’s ability or inability to “sort out” conflicting accounts and to follow the process saw the complaint follow one of three “resolution pathways”. Three further challenges were associated with HRP communicating the outcome to the complainant. Failure to overcome these challenges left the complainant aggrieved at the unfairness in which their complaint had been handled – triggering legal action. Originality/value This paper draws on a novel data source to provide a holistic model of the complaint management process related to workplace bullying which details the various components and challenges related to HRP throughout the process. Alongside advancing theory, this research has practical value for improving HR practice.
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Afify, Esraa A., and Mona A. Kadry. "Generic Approach for Customer Management System." Future Computing and Informatics Journal 4, no. 1 (June 24, 2019): 16–36. http://dx.doi.org/10.54623/fue.fcij.4.1.3.
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Customer Complaints are considered as valuable and significant information that can be utilized to attain customer satisfaction. Accordingly, a complaint handling system can address customer dissatisfaction and prevent similar problems from reoccurring. The aim of this paper is to investigate the level of relationship between the complaints and complaint behaviors of the customers who benefit from the services offered. In this paper, a generic approach for the Customer Complaint Management System is proposed to have the ability to minimize customers’ dissatisfaction and on the other hand to motivate customers to take part of controlling the quality of the services provided. The "Service" was used to connect different databases from different platforms to retrieve certain data. The system starts by discussing the service implementation with the web-application interface development. Afterwards, the three main Services that were used in the proposed e-complaint web service were explored to get the Citizen and Staff data and how it's working. Then, these services were implemented in the web application each according to the operation that calls the service to retrieve certain data. Moreover, the most important reports extracted from the evaluation result were explored. For implementing the model, a web application was developed to exhibit the ability of the model as well as efficiency in e-Gov since it could be developed thoroughly. It was supposed that to complete the e-complaint system cycle, there is a need for five modules to implement this cycle; first module related to the "Citizen" who wants to fill his/her complaint; second module the "Admin" who manages the system users; third module the "Agent" who will deal with the Citizen complaints; fourth module the "Staff" who will analyze the causes and actions of each complaint; and fifth module the "Supervisor" who views the overviews reports and takes decisions for improvements. For evaluation purposes, a random generator has been created, which was able to generate random complaint scenarios that serve as input to the proposed model for creating Citizen Complaints. By applying these several test scenarios to the proposed model, it proved that it’s applicable to be applied to real data if it is available and would provide the same performance. The experimental results clearly indicate that using the Service-Oriented Architecture (SOA) is suitable to aid in creating e-complaint systems. The system was implemented using random generator by entering samples of data for 3 years. Also, the system has been tested with 12,015 complaint cases; 11,162 cases are solved and 848 cases still unsolved. The number of governors covered by the system is 29 areas. According to the results, the system counted the cases of gender as 5640 cases of male and 6375 cases of female. Also, counted Married/Single cases as 4674 married citizens and 7341 single citizens. The system also has received 6999 feedbacks.
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Koekemoer, Michel M. "Consumer Complaints And Complaint Forums Employed In The South African Motor Vehicle Service Industry: A Survey Of The Literature." Journal of Applied Business Research (JABR) 30, no. 3 (April 24, 2014): 659. http://dx.doi.org/10.19030/jabr.v30i3.8551.
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<p>A South African consumer who owns a motor vehicle will need to have it serviced at a motor vehicle service dealership. The level of service experienced by consumers is not always satisfactory, leaving the consumer dissatisfied and wanting to complain about the poor service. The complaint forums available to South African consumers can roughly be divided into two categories, namely those established under South African law (which include the National Consumer Tribunal; the National Consumer Commission; the Motor Industry Ombud of South Africa; a consumer court; an alternative dispute resolution agent; and an ordinary court); and other traditional complaint forums (which include complaint websites and complaints made to the dealer directly). When deciding on the most appropriate complaint forum, consumers must consider the following factors: the cost of and time spent on the complaint process; the complexity of the rules and procedures associated with each complaint forum; the effective functioning of each forum; and the relief that the consumer can expect to receive from the complaint forum. This study found that when measured against these factors, consumers are left with few viable complaint forums. The structure and functioning of the existing complaint forums remains far from perfect. However, inroads have been made to improve the current complaint forums. Further improvements will only be achieved through a concerted effort by all the industry players. Such collaboration between them will ensure that South African consumers in the motor vehicle service industry will be ranked amongst the best protected consumers in the world.</p>
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Hartini, Sri. "Complaint Management Analysis variabel anteseden dan Konsekuensi: Studi Eksplorasi." Jurnal Manajemen dan Bisnis Indonesia 3, no. 2 (February 1, 2016): 237–49. http://dx.doi.org/10.31843/jmbi.v3i2.82.
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Goal of this research is a model of complaint handling strategy on health care institutions for the quality of service. The specific targets to be achieved are: the identification of attributes essential health services, identify performance attributes of health services, idenfifikasi complaint regarding health care received by the public, the media used in the delivery of the complaint and the complaint handling process health-care institutions. Exploratory qualitative research design used with in-dept interview to determine the behavior of the public complaint related to health care institutions and attributes of the expected public health services. To determine the relationship between variables based on qualitative research results in previous studies. model of service quality expected by society and complaint handling are ideal to create excelent service in health care institutions. The result are 4 proposition.
Key words : complain handling,service excellent,layanan kesehatan
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Lee, Cindy, and Youngjin Hur. "Service quality and complaint management influence fan satisfaction and team identification." Social Behavior and Personality: an international journal 47, no. 2 (February 27, 2019): 1–15. http://dx.doi.org/10.2224/sbp.7566.
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We explored the influence of facility quality, performance quality, interaction quality, and complaint management on fan satisfaction and team identification. Participants were 283 fans of a Class A minor league baseball team, who completed an online survey on the team’s official social media website. We tested the efficacy of the proposed model using the structural equation modeling bootstrap procedure with maximum likelihood estimation. The results confirmed that complaint management positively influenced interaction quality, and that facility quality, performance quality, and interaction quality positively affected fan satisfaction and team identification. Our findings highlight the importance of complaint management, indicating that organizations need a good complaints management system and employees who are well trained in handling these complaints.
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Stauss, Bernd, and Andreas Schoeler. "Complaint management profitability: what do complaint managers know?" Managing Service Quality: An International Journal 14, no. 2/3 (April 2004): 147–56. http://dx.doi.org/10.1108/09604520410528572.
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Wulandari, Yuni, Denny Hernawan, and Irma Purnamasari. "SISTEM PENGELOLAAN PENGADUAN DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA PDAM TIRTA KAHURIPAN KABUPATEN BOGOR." JURNAL GOVERNANSI 2, no. 2 (March 18, 2017): 125. http://dx.doi.org/10.30997/jgs.v2i2.223.
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Regional Water Company (PDAM) is a company that is managed by the Local Government to operate as a body of community service that is selling services and trust in society. PDAM has to must still understand the behavior and wishes of the customers in the utilization of services of drinking water and the discretion of the company in the form term of service standards set, so as to provide a good service that causes customers to be satisfied. One of the PDAM in Indonesia is PDAM Tirta Kahuripan located in Bogor. PDAM Tirta Kahuripan is often get complaints from their customers. Of the Many customers who complained about the poor service system so far is are leaky pipe impact on the high notes of erroneous meter, water quality is still dirty muddy, and sluggish handling of a complaint. The aim of research is to find out a complaint management system in order to improve customer satisfaction at PDAM Tirta Kahuripan. The theory used to analyze a system of customer complaints is the referring to the Minister of Administrative Reform and Bureaucratic Reform No. 3 Year of 2015 on the Road Map Development Complaints Public Service Nationwide with 3 sizes of complaint management : outcomes, targets, and programs. While, improving customer satisfaction using Fandi Tjiptono and Gregory Cahndra theory (2006: 130) with four dimensions to measure customer satisfaction : the system of complaints and suggestions, Customer satisfaction Survey, Ghost Shopping (Shadow Customer), and Customer Switching Analysis. Research methods used in this research is descriptive quantitative method using questionnaires / questionnaire and interviews as the main instrument to collect data. The results showed that the management of customer complaints in accordance with to existing procedures with the acquisition of a score of is 3.32 according to the with category of interpretation of the category is as quite good enough (moderate). Meanwhile, the results of data analysis by increasing customer satisfaction PDAM Tirta Kahuripan obtained a score of is 2.83 in the category with category of interpretation as good enough (moderate). Nevertheless, But there is a needs to be have a system or application that can be accessed in to the customer complaints and the organizers therefore PDAM can respond and follow complaint subsequently. Keywords : Complaint Management System , Customer Satisfaction
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Zhang, Wusheng. "A Systematic Knowledge Management Approach Using Object-Oriented Theory in Customer Complaint Management." Information Management and Business Review 1, no. 1 (November 15, 2010): 1–10. http://dx.doi.org/10.22610/imbr.v1i1.866.
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Research into the effectiveness of customer complaint management has attracted researchers, yet there has been little discussion on customer complaint management in the context of systematic knowledge management approach particularly in the domain of hotel industry. This paper aims to address such gap through the application of object-oriented theory for which the notation of unified modelling language has been adopted for the representation of the concepts, objects, relationships and vocabularies in the domain. The paper used data from forty seven hotel management staff and academics in hospitality management to investigate lessons learned and best practices in customer complaint management and knowledge management. By providing insights into the potential of a knowledge management approach using object oriented theory, this study advances our understanding on how a knowledge management approach can systematically support the management of hotel customer complaints.
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Abdussalaam, Falaah, and Samdea Anggieta Saputra. "PERANCANGAN SISTEM INFORMASI COMPLAINT MANAGEMENT DENGAN METODE RAD MENGGUNAKAN FRAMEWORK LARAVEL." Jurnal E-Komtek (Elektro-Komputer-Teknik) 2, no. 2 (November 27, 2018): 54–68. http://dx.doi.org/10.37339/e-komtek.v2i2.94.
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This study aims to determine the complaint management system that is running in PT Andalan Teknologi Mandiri, to know the obstacles and how to overcome the constraints of complaint management system problems. From the results of research that has been obtained, it turns out that the main obstacle of complaint management system in PT Andalan Technology Mandiri is the handling of customer complaints have not recorded either manually any computerized. Where the data handling complaints is needed by the company to meet ISO 9001 company standards. method of designing information systems using UML modeling (Unified Modelling Language) then implemented using web-based programming language framework Laravel with integration MySQL database applications. Then the software development method used is RAD (Rapid Application Development). The suggestions provided are: 1) required system administrator to manage complaint management information system 2) application made can be developed from the side of notification using email and SMS gateway to facilitate customer, engineer, and administrator get progress ticket information made.
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Arif Pristianto, Sarita Sri Astuti, Annisa Nur Syalfa, Retno Andriani, Rizki Nisaa’ Uljanah, and Kharisma Puja Khusuma. "Edukasi Self-Care Management Dan Positioning Untuk Mengatasi Nyeri Punggung Bawah Pada Pembatik Di Kampung Batik Laweyan." Jurnal Pengabdian Masyarakat 1, no. 2 (September 28, 2022): 79–85. http://dx.doi.org/10.30640/abdimas45.v1i1.265.
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Low back pain is a complaint in the form of pain or discomfort felt in the lower back and some spread to the legs, both right and left legs. Low back pain is often complained of by workers who sit a lot (sedentary jobs) such as batik craftsmen. Batik craftsmen or batik artisans are jobs that are carried out in a monotonous position, namely mostly sitting so that many complain of lower back pain. Sitting for long periods of time can cause tension in the lower back muscles. So that this tense muscle over time can cause complaints in the form of pain. The purpose of this activity is to provide education to the batik community about how to independently treat low back pain and the correct position when working as a batik maker. The target of this activity is batik in the village of Batik Laweyan, namely the Teko batik factory and Mahkota batik. The method used in this program is that students make observations or observations directly in the field, conduct dialogues and interviews using a screening form to 20 batik craftsmen. The results obtained are. The average batik maker in Batik Laweyan village complains of lower back pain. The conclusion of this activity is that the monotonous work position factor is very influential on lower back pain, especially those who work as batikmakers
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Johnston, Robert, and Sandy Mehra. "Best-practice complaint management." Academy of Management Perspectives 16, no. 4 (November 2002): 145–54. http://dx.doi.org/10.5465/ame.2002.8951342.
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DAGHER, MICHEL, PATRICIA KELBERT, and ROBERT J. LLOYD. "Effective ED Complaint Management." Nursing Management (Springhouse) 26, no. 12 (December 1995): 48H. http://dx.doi.org/10.1097/00006247-199512000-00015.
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Croser, David. "When a patient complains." Dental Nursing 15, no. 7 (July 2, 2019): 324–27. http://dx.doi.org/10.12968/denn.2019.15.7.324.
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In the second of the two-part CPD paper, David Croser offers readers a checklist to help keep the management of complaints in-house Aim Part 1 was published in the previous issue of Dental Nursing. It discussed why people might complain about their dental treatment and how the dental team should respond. When read together, these two articles will: Update an understanding of a CPD topic recommended by the General Dental Council Objectives To describe communication skills that support best practice complaints management To understand the risk management strategies behind the steps involved in handling a complaint To understand the benefits of an informal in-house practice complaints procedure so patients can raise issues at an early opportunity.
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Galičić, Vlado. "GUEST SATISFACTION MANAGEMENT IN THE CATERING INDUSTRY." Tourism and hospitality management 8, no. 1-2 (May 23, 2017): 93–103. http://dx.doi.org/10.20867/thm.8.1-2.9.
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The demands of guests in tourism and the catering industry, and the satisfaction of guests with services received have become the dominant competitive weapon throughout the entire developed world of tourism. The individual guest of today is in a position to harm the reputation of the caterer and innkeeper by spreading word of the faults in the services rendered and consumed. Complaints addressed to the caterer can often bring attention to the need of improving not only the integral process of service preparation and rendering, or any one of its components, but also the organisation of operation within the catering establishment. An indolent and negligent attitude of the caterer regarding such complaints is very irritating to guests of catering establishments, and as a rule, is the reason such guests turn to the competition. In principle, guests that are lodging a complaint do not necessarily have a negative attitude towards a given catering establishment. Most guests will not lodge a formal complaint, but will simply leave the restaurant when something is not to their liking, never to return again. Instead, they will frequent the establishment of the competition. The purpose of this paper is to explain how the objections and formal complaints made by guests can be used to enhance their loyalty towards a certain catering establishment or service. Namely, having witnessed a satisfactory solution to a complaint, the guest will pass this favourable experience on to others. The major part of this paper is based on the results of studies into the Complaint Books of one hundred catering establishments on the Opatija Riviera during the year 2001, and in the first nine months of 2002.
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Evanschitzky, Heiner, Christian Brock, and Markus Blut. "Will You Tolerate This? The Impact of Affective Commitment on Complaint Intention and Postrecovery Behavior." Journal of Service Research 14, no. 4 (November 2011): 410–25. http://dx.doi.org/10.1177/1094670511423956.
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Successful complaint management primarily depends on customers' willingness to voice their complaints and on companies' ability to adequately deal with these complaints. This article investigates the impact of one relationship characteristic in the complaint management process: affective commitment. Based on two studies, the authors investigate whether affective commitment moderates the impact of complaint barriers on complaint intention (a) and whether it moderates the link between complaint satisfaction and purchase behavior after the complaint (b). Results show that affectively committed customers exhibit higher complaint intention irrespective of the level of complaint barriers. Furthermore, affectively committed customers display little change in their postrecovery behavior, even after a service failure followed by an unsatisfactory recovery attempt. It seems that these customers are tolerant and want to help the provider improve their business. Affective commitment seems to amplify willingness to help the company by means of voicing dissatisfaction despite considerable efforts in doing so. Moreover, affective commitment buffers the negative effects of service failures on postrecovery behavior. Findings have important implications for managers. They highlight the necessity to measure customers' affective commitment. Based on that, tailored complaint systems can be designed, which help in achieving a more effective allocation of resources for customer recovery.
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Smith, Robert Stewart. "Greasing the Squeaky Wheel: The Relative Productivity of Osha Complaint Inspections." ILR Review 40, no. 1 (October 1986): 35–47. http://dx.doi.org/10.1177/001979398604000103.
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This paper questions the validity of allegations by the General Accounting Office in 1979 that OSHA was then allocating more of its resources to investigating worker complaints than the quality of those complaints warranted. Specifically, the author finds that complaint-initiated inspections and “general schedule” inspections (those made on the basis of targeting criteria developed by OSHA) were similarly productive in uncovering safety violations in 1977–79. The findings also suggest that the interindustry distribution of complaints closely matched the distribution of general schedule inspections; complaints were not used by unionized workers as a weapon in negotiations; and the 1980 changes in complaint handling that were enacted in response to the GAO's report did not improve the “yield” of complaint-initiated inspections relative to that of general schedule inspections.
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Fornell, Claes, and Birger Wernerfelt. "Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis." Journal of Marketing Research 24, no. 4 (November 1987): 337–46. http://dx.doi.org/10.1177/002224378702400401.
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On the basis of Hirschman's exit-voice theory, an economic model of defensive marketing strategy is developed for complaint management. Though many firms strive to reduce the number of customer complaints about their products, this objective is found to be questionable. Instead, analysis suggests complaints from dissatisfied customers should be maximized subject to certain cost restrictions. The authors also show that defensive marketing (e.g., complaint management) can lower the total marketing expenditure by substantially reducing the cost of offensive marketing (e.g., advertising). The savings in offensive marketing are often high enough to offset the additional costs associated with compensating complaining customers, even if compensation exceeds the product's profit margin.
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Herasymenko, Pavlo Volodymyrovych, and Olena Volodymyrivna Herasymenko. "ЕТИЧНІ АСПЕКТИ РОЗБОРУ СКАРГ У ПРИВАТНІЙ МЕДИЧНІЙ ПРАКТИЦІ." SOCIAL WORK ISSUES: PHILOSOPHY, PSYCHOLOGY, SOCIOLOGY, no. 2 (14) (2019): 13–18. http://dx.doi.org/10.25140/2412-1185-2019-2(14)-13-18.
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Urgency of the research. The relevance of adherence to the principles of medical ethics in the analysis of complaints is determined by the complexity of decision-making during an examination of inconsistencies in medical practice, which mandatory element is interference in a person’s inner world. Target setting. The structure of complaints about activities of health professionals is quite complex. A decision after a complaint is not always in favor of a complainant. At the same time, inconsistencies in medical practice due to a fault of a medical institution have significant consequences: organizational, financial, image. Therefore, improvement and proper application of principles of medical ethics in complain handling is important at all stages of medical care. Actual scientific researches and issues analysis. The article mentions works of scientists and medical practitioners, summarizes the body of knowledge on the issues of adherence to medical ethics during medical intervention and possible complaints. Uninvestigated parts of general matters defining. At the present stage of development, the national health care system is in a state of radical change. The shares of the public, communal and private sectors are significantly redistributed. Their structure and development trends are changing dynamically. The volatility of the current national health care system requires better study and coverage, in order to share experiences and implement best practices in ethical patient management. The research objective of the publication is to expand scientific and practical knowledge and skills about the harmonious integration of the principles of medical ethics in modern Ukrainian medicine. The statement of basic materials. Variants of complaints from dissatisfied patients, ethical principles of the approach to their consideration, stages and features of complaint analysis, the role of each of the medical staff during such examinations are considered. Conclusions. The publication discusses the practical experience of applying the principles of medical ethics and deontology in the work of a private medical institution in the analysis of complaints. The main elements of an ethical approach to diagnostics, consideration and resolution of a complaint. The conditions and processes that accompany communication with the complainant are described. Variants of approaches to solving problems for the personnel of clinics and finalizing the elimination of the identified inconsistencies are proposed.
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Mahendra, Gerry Katon. "PENGADUAN PELAYANAN KESEHATAN DI UNIT PELAYANAN INFORMASI DAN KELUHAN (UPIK)." Journal of Health Studies 1, no. 2 (March 1, 2017): 28–39. http://dx.doi.org/10.31101/jhes.183.
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Abstract :Complaint management in the City of Yogyakarta has been integrated through a program called UPIK (Unit Pelayanan Informasi dan Keluhan/Information and Complaint Service), in which all kinds of complaint, health issues included, can be submitted through the government web page. This research aims to describe, analyse, in order to provide recommendations for further improvements of UPIK service management. Using descriptive and qualitative methods, this research analyse complaints submitted to UPIK during 2016. It shows that UPIK significantly helpful in making it easy for government services to manage, categorize, dristributes, as well as monitor the follow up of the submitted complaints.Keywords: public services, health services. Public complaints, upik
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Bourne, Tom, Bavo De Cock, Laure Wynants, Mike Peters, Chantal Van Audenhove, Dirk Timmerman, Ben Van Calster, and Maria Jalmbrant. "Doctors’ perception of support and the processes involved in complaints investigations and how these relate to welfare and defensive practice: a cross-sectional survey of the UK physicians." BMJ Open 7, no. 11 (November 2017): e017856. http://dx.doi.org/10.1136/bmjopen-2017-017856.
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ObjectiveHow adverse outcomes and complaints are managed may significantly impact on physician well-being and practice. We aimed to investigate how depression, anxiety and defensive medical practice are associated with doctors actual and perceived support, behaviour of colleagues and process issues regarding how complaints investigations are carried out.DesignA survey study. Respondents were classified into three groups: no complaint, recent/current complaint (within 6 months) or past complaint. Each group completed specific surveys.SettingBritish Medical Association (BMA) members were invited to complete an online survey.Participants95 636 members of the BMA were asked to participate. 7926 (8.3%) completed the survey, of whom 1780 (22.5%) had no complaint, 3889 (49.1%) had a past complaint and 2257 (28.5%) had a recent/current complaint. We excluded those with no complaints leaving 6144 in the final sample.Primary outcomes measuresWe measured anxiety and depression using the Generalised Anxiety Disorder Scale 7 and Physical Health Questionnaire 9. Defensive practice was assessed using a new measure for avoidance and hedging.ResultsMost felt supported by colleagues (61%), only 31% felt supported by management. Not following process (56%), protracted timescales (78%), vexatious complaints (49%), feeling bullied (39%) or victimised for whistleblowing (20%), and using complaints to undermine (31%) were reported. Perceived support by management (relative risk (RR) depression: 0.77, 95% CI 0.71 to 0.83; RR anxiety: 0.80, 95% CI 0.74 to 0.87), speaking to colleagues (RR depression: 0.64, 95% CI 0.48 to 0.84 and RR anxiety: 0.69, 95% CI 0.51 to 0.94, respectively), fair/accurate documentation (RR depression: 0.80, 95% CI 0.75 to 0.86; RR anxiety: 0.81, 95% CI 0.75 to 0.87), and being informed about rights (RR depression 0.96 (0.89 to 1.03) and anxiety 0.94 (0.87 to 1.02), correlated positively with well-being and reduced defensive practice. Doctors worried most about professional humiliation following a complaint investigation (80%).ConclusionPoor process, prolonged timescales and vexatious use of complaints systems are associated with decreased psychological welfare and increased defensive practice. In contrast, perceived support from colleagues and management is associated with a reduction in these effects.
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Ogbeide, Godwin-Charles A., Stefanie Böser, Robert J. Harrinton, and Michael C. Ottenbacher. "Complaint management in hospitality organizations: The role of empowerment and other service recovery attributes impacting loyalty and satisfaction." Tourism and Hospitality Research 17, no. 2 (August 1, 2016): 204–16. http://dx.doi.org/10.1177/1467358415613409.
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The purpose of this study was to analyze the relationship among employee empowerment and other complaint management procedures concerning guest satisfaction, intention to return, and intention to recommend the firm to others. The results indicated the importance of empowering frontline employees to properly accept, process, and react to complaints for an efficient complaint management strategy. In addition, the results showed that the three critical attributes for overall firm satisfaction, customer loyalty, and intention to recommend the firm to others included welcoming and understanding guest complaints, providing fair compensation, and promptness of complaint handling process. This study will enable hospitality and other service-oriented organizations to identify aspects of their operations that require more investment in order to ensure service improvements that would ultimately lead to better performance.
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Singh, Vaishali, Amit Jain, and Sapna Choraria. "Exploring the Role of Complaint Handling among Complaining Consumers." Vision: The Journal of Business Perspective 20, no. 4 (December 2016): 331–44. http://dx.doi.org/10.1177/0972262916668739.
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Differentiating organization through service quality and engaging customer for long-term profit motive is a strategic adaptation for the complex competitive retail platform in India. Such approach incorporates the value of trust to ensure desired customer retention. The procedure further intensifies when an organizational approach emphasize effective complaint handling system within its service protocol. Based on this established relationship, this study explores the viability of the framework in the presence of customer complain intention categories with Indian context. Data for this descriptive study are collected using a structured questionnaire from 450 respondents. Out of the three types of complainants (consumer complaint intention), voice complaint intention appeared as the strongest determinant of consumer trust and retention as compared to private and third party complaint intention. On providing complaint handling, the strength of the relationship improved to the greatest extent for private complaint intention while there was no effect of complaint handling for voice complaint intention. Results of the study highlight as to what extent complaint handling matters for different types of complainants (voice, private and third party). Such practices can help the retailers distinguish and accordingly handle various types of complainants. Effective complaint handling practices can make the complainants more trustworthy and loyal than before.
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Suwanto, Suwanto, Rosyadi Slamet, and Kurniasih Denok. "ANALISIS PELAYANAN KELUHAN PELANGGAN PADA BLUD RSUD dr.R GOETENG TAROENADIBRATA PURBALINGGA." Jurnal Manajemen Publik & Kebijakan Publik (JMPKP) 2, no. 2 (February 21, 2021): 18–32. http://dx.doi.org/10.36085/jmpkp.v2i2.951.
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Demands for health service providers in facing the free market era, including the improvement of hospital health services towards world-class hospital services. The problem of the effectiveness of customer complaints services can be seen from the number of people who use the media that has been provided to convey criticism and complaints about the services provided by hospital management. The importance of research aims to determine and analyze the achievement of the implementation of customer complaint handling services. This study uses qualitative research methods with a descriptive approach. The study was conducted at Hospital of dr. R. Goeteng Taroenadibrata Purbalingga. The informants consisted of management elements and customer determined using a purposive sampling technique. The focus of the study in this research includes the achievement of customer complaint services which include the achievement of objectives, integration of complaint handling and the adaptation of the complaint service unit to complaints submitted. Data analysis was performed using the descriptive interactive model analysis method. The results showed that the achievement of customer complaint services at the Hospital of dr. R. Goeteng Taroenadibrata Purbalingga has not been effective. Empirically the function and role of the complaint service that is the main task has been carried out, but has not been fully implemented effectively. Follow-up on complaints submitted by the community has not completely met the expectations of the community, especially concerning the timeliness and accuracy of the actions taken to resolve the problem, as well as completeness
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Croser, David. "When a patient complains." Dental Nursing 15, no. 6 (June 2, 2019): 282–83. http://dx.doi.org/10.12968/denn.2019.15.6.282.
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In the first of a two-part CPD paper, David Croser considers why patients complain and how the dental team should respond Aim Part 2 will be published in the next issue of Dental Nursing. It provides a checklist to help deal with patient complaints in-house. When read together, these two articles will: Update an understanding of a CPD topic recommended by the General Dental Council Objectives To describe communication skills that support best practice complaints management To understand the risk management strategies behind the steps involved in handling a complaint To understand the benefits of an informal in-house practice complaints procedure so patients can raise issues at an early opportunity This article relates to GDC development outcomes A and D
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Soares, Raquel Reis, Ting Ting (Christina) Zhang, João F. Proença, and Jay Kandampully. "Why are Generation Y consumers the most likely to complain and repurchase?" Journal of Service Management 28, no. 3 (June 19, 2017): 520–40. http://dx.doi.org/10.1108/josm-08-2015-0256.
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Purpose The purpose of this paper is twofold: to examine generational differences in complaint and post-recovery behaviors after service failures and recoveries, and to investigate the key factors that relate to Generation Y consumers’ responses. Design/methodology/approach In a two-stage approach, Study 1 investigates generational differences in the complaint and repurchase behaviors of a vast sample of more than 36,000 customers. Study 2 examines which factors influence Generation Y consumers’ decisions to complain and to repurchase. Findings Across four generational cohorts (the Silent Generation, Baby Boomers, Generation X, and Generation Y), consumers in Generation Y are the most likely to complain about service failures and repurchase after a satisfactory service recovery. The service recovery paradox thus is a generational feature. Generation Y’s unique characteristics – being tech savvy, heavily influenced by peers, and untrusting of brands – relate closely to their complaint and repurchase patterns. These prolific users of social media tend to stay with a service provider after experiencing satisfactory recovery but are more inclined to complain. Originality/value This study contributes to service management literature by revealing generational differences in customers’ complaint behavior and responses to recovery efforts, while also testing repurchase behavior rather than just behavioral intentions. This study provides valuable insights into the unique factors that influence Generation Y consumers’ complaint and post-recovery responses.
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Abd Razak, N., U. Ujang, S. Mohd Salleh, S. Azri, and T. L. Choon. "DEVELOPMENT OF MOBILE APPLICATION FOR GATED AND GUARDED COMMUNITY MANAGEMENT." ISPRS - International Archives of the Photogrammetry, Remote Sensing and Spatial Information Sciences XLII-4/W16 (October 1, 2019): 17–22. http://dx.doi.org/10.5194/isprs-archives-xlii-4-w16-17-2019.
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Abstract. This study focuses on the development of mobile application for complaints in gated and guarded housing areas. This community area is equipped with fences and controlled by the guard. This community is managed by an organization that has been paid to manage the assets, facilities and security in the residential areas. Currently, the existing complaint management medium is by using text messages and WhatsApp. Due to this, it is difficult for the management to review the complaints and this makes the process of managing complaints time consuming. Furthermore, the residents are not well-informed of the current status of the complaints. This application development involves the use of cross platforms for Android and iOS. The application uses location based services (LBS) to find out the complaint address of the user. The data sent are stored in an integrated database with the developed application. This application is tested on site to study its effectiveness. Based on the survey, the results showed that the application is useful in managing resident complaints.
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Berry, Riley, Sarah Tanford, Rhonda Montgomery, and Alison J. Green. "How We Complain: The Effect of Personality on Consumer Complaint Channels." Journal of Hospitality & Tourism Research 42, no. 1 (September 24, 2014): 74–101. http://dx.doi.org/10.1177/1096348014550921.
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The purpose of this study was to investigate the effect of personality types on consumer complaint channels. Respondents completed a survey that depicted four service failure scenarios, each with 11 possible courses of action. The three personality factors measured against the complaint behavior were locus of control, the California Psychological Inventory measure of sociability and Cattell’s 16 personality factors of relaxed versus tense. Factor analysis revealed three complaint channel dimensions: active, passive, and delayed. Sociability produced more active and less passive complaint behavior. Locus of control interacted with relaxed versus tense on the use of passive and delayed complaints. The findings have implications for recognizing and resolving customer complaints for different personality types.
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Alhamdan, Bandar, and Rae'd Al-Shorman. "Saudi and Jordanian University Student Complaining Strategies." International Journal of Linguistics, Literature and Translation 5, no. 11 (November 5, 2022): 75–86. http://dx.doi.org/10.32996/ijllt.2022.5.11.9.
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This study examined male Saudi and Jordanian student complaint strategies when complaining about their academic advisors, instructors, classroom environments, and exams to a friend, a person in charge, or the complainee (complaint addressee). To achieve the study goals, a discourse completion test (DCT) with 10 scenarios was developed and distributed to 100 (50 Jordanian and 50 Saudis) male university students. It was found that the students used a wide range of strategies that were both threatening and less threatening strategies, and had control in some situations, but were offensive in others. The Saudi students used a greater number of speech acts to complain than the Jordanian students. Further research suggestions are also given.
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Juell-Skielse, Gustaf. "Enhancing Complaint and Problem Management." International Journal of E-Services and Mobile Applications 2, no. 2 (April 2010): 1–16. http://dx.doi.org/10.4018/jesma.2010040101.
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M-government is an emergent area for mobile applications, where citizens and organizations can interact with government and municipal agencies through mobile devices. One promising area for m-government is complaint and problem management, where mobile applications using the integrated functions of a cellular telephone can offer citizens convenient ways of rapidly reporting problems. The problems reported can then be effectively managed by the municipality using state-of-the-art workflow techniques. Furthermore, the municipality can inform citizens and companies of problems already reported or addressed, which can be visualized through interactive maps. In this study, a municipal e-service for complaint and problem management is transformed into an m-service and put into operation in a Swedish municipality. The experiences from developing the m-service comprise of a suggested design and several identified challenges. Suggestions for future research include the application of new technologies for positioning and the adaptation of the m-service to new cellular telephone models.
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Selvi, Sahaya Jenitha, and Sivanesh. "FX Infrastructure Complaint Management System." International Journal on Cybernetics & Informatics 10, no. 2 (May 31, 2021): 91–102. http://dx.doi.org/10.5121/ijci.2021.100211.
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The FX Infrastructure Complaint Management System is a web application which focuses on an activity or function, which is based on management of infrastructure of institutions. In this web application user select faulty accessories and report it to the admin with particular complaint. It maintains a database of all the information that are recorded and received. It helps the college to maintain all the accessories safely. The admin get this information, Admin can perform quick action to repair infrastructure of college. Also according to students and teachers complaint he quickly know the location of accessories as classroom, cantine, library, bathroom etc. This web application is mainly focus on the maintenance of college infrastructure management.
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Izzati Binti Mohd Asri, Nur, and Aruna Azariah Rajendram. "Development of Complaint Management System." Journal of Engineering and Applied Sciences 14, no. 21 (October 10, 2019): 7892–98. http://dx.doi.org/10.36478/jeasci.2019.7892.7898.
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Johnston, Robert. "Linking complaint management to profit." International Journal of Service Industry Management 12, no. 1 (March 2001): 60–69. http://dx.doi.org/10.1108/09564230110382772.
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Syahruddin and Andri Irawan. "Complaints Management Practices on Service Performance of the Public Sector in Merauke: The Case of Merauke Local Water Company." International Journal of Science and Society 4, no. 3 (September 1, 2022): 306–17. http://dx.doi.org/10.54783/ijsoc.v4i3.522.
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Complaint management becomes significant to the community since it serves to satisfy the community's interests in the realm of public service, while for the service provider, it serves as a component for enhancing the service quality system. This study's objective was to identify and analyze complaint management in drinking and clean water services in Merauke Regency using descriptive and qualitative methodologies. Using indicators of timeliness, facilitation, redress, apology, credibility, and attention, the outcomes of complaint management research in drinking and clean water services in Merauke Regency have not been optimal. This is proven by the fact that there are still a number of things that need to be improved, including the fact that the only alternative to receiving indirect complaints is a suggestion box, and the handling is not optimal. Customers' complaints have been handled, as evidenced by PDAM's still-sluggish administration and lack of information dissemination to customers. The quantity of unresolved complaints from customers of drinking and clean water at PDAM Merauke demonstrates that the pace with which personnel handle concerns is still inadequate.
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Wabang, Keszya, Oky Dwi Nurhayati, and Farikhin. "Application of The Naïve Bayes Classifier Algorithm to Classify Community Complaints." Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) 6, no. 5 (November 2, 2022): 872–76. http://dx.doi.org/10.29207/resti.v6i5.4498.
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Unsatisfactory public services encourage the public to submit complaints/ reports to public service providers to improve their services. However, each complaint/ report submitted varies. Therefore, the first step of the community complaint resolution process is to classify every incoming community complaint. The Ombudsman of The Republic of Indonesia annually receives a minimum of 10,000 complaints with an average of 300-500 reports per province per year, classifies complaints/ community reports to divide them into three classes, namely simple reports, medium reports, and heavy reports. The classification process is carried out using a weight assessment of each complaint/ report using 5 (five) attributes. It becomes a big job if done manually. This impacts the inefficiency of the performance time of complaint management officers. As an alternative solution, in this study, a machine learning method with the Naïve Bayes Classifier algorithm was applied to facilitate the process of automatically classifying complaints/ community reports to be more effective and efficient. The results showed that the classification of complaints/ community reports by applying the Naïve Bayes Classifier algorithm gives a high accuracy value of 92%. In addition, the average precision, recall, and f1-score values, respectively, are 91%, 93%, and 92%.
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Irene Waine, Andreasta Meliala, and Valentina Dwi Yuli Siswianti. "PENANGANAN KOMPLAIN DI RUMAH SAKIT." Jurnal Manajemen Pelayanan Kesehatan (The Indonesian Journal of Health Service Management) 23, no. 04 (March 18, 2022): 127–32. http://dx.doi.org/10.22146/jmpk.v23i04.4253.
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Background: Complaint management is a strategy used by agencies in dealing with consumer complaints. Seeing consumer complaintsis an opportunity for agencies to retain consumers. Through an effective complaint handling process, information from customerswill be obtained as input in improving and developing agency service activities. Complaints are a form of dissatisfaction with informationor services received. Thus, complaints can solve customer dissatisfaction problems in hospital services to improve hospital quality.Objective: This study aims to evaluate the effectiveness of handling complaints at the Panti Rapih Hospital.Methods: This research is qualitative. Subjects in the study were ten officers who often handled complaints. The study was conductedin May-June 2019 at Panti Rapih Hospital.Results: The availability of supporting facilities is adequate, including complaint channels via SMS, email, via telephone, suggestionbox, complaint sheet. All staff have received training in effective communication. The flow and procedures for handling complaintshave been maximized. However, their many complaints are still repeated. The process of monitoring and evaluating complaint handlingreporting documentation has been running optimally. The response time for handling complaints is perfect because all casesare handled on average 1x24 hours, the response time reaches 95%.Conclusion: The handling of complaints at the Panti Rapih Hospital has been maximized but ineffective. The handling is not yet effectivebecause the information system process does not support the complaint handling process, for example, the delivery of information topatients who have not been able to in real-time. The mechanism for handling complaints is carried out by submitting complaints verballyand in writing to the maximum extent.
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Angelovska, Nina, Sasho Josimovski, and Lidija Pulevska Ivanovska. "How effective complaint management affects customer retention." Management 27, no. 1 (June 28, 2022): 151–66. http://dx.doi.org/10.30924/mjcmi.27.1.9.
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In a highly competitive modern business world, keeping a dissatisfied customer is essential to any company, considering the high cost of acquiring new customers. It is easier than ever for dissatisfied customers to spread their experiences and bad word of mouth through the various media that new technology and the Internet offer. Therefore, handling customers’ complaints effectively can be a critical factor in a customer’s decision - whether to continue using the company’s services or products or switch to a competitor. In this context, “effective” means minimizing costs for the company while achieving the intended or expected result. A content analysis of customer complaints emailed to t he group-buying web- site Grouper.mk was conducted. A total of 220 complaints and related decisions were reviewed, analyzed, and categorized into six reasons for customer dissatisfaction and three ways to compensate for the dissatisfaction. In addition, the internal customer database analysis revealed that timely resolution of customer issues with the right approach resulted in 80% of all dissatisfied customers staying with the company. The analysis also showed that more frequent customers are more likely to remain after a complaint has been resolved than less frequent customers.
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Chiou, Wen-Bin. "Customers' Attributional Judgments towards Complaint Handling in Airline Service: A Confirmatory Study Based on Attribution Theory." Psychological Reports 100, no. 3_suppl (June 2007): 1141–50. http://dx.doi.org/10.2466/pr0.100.4.1141-1150.
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Besides flight safety, complaint handling plays a crucial role in airline service. Based upon Kelley's attribution theory, in the present study customers' attributions were examined under different conditions of complaint handling by the airlines. There were 531 passengers (216 women; ages 21 to 63 years, M = 41.5, SD = 11.1) with experiences of customer complaints who were recruited while awaiting boarding. Participants received one hypothetical scenario of three attributional conditions about complaint handling and then reported their attributional judgments. The findings indicated that the passengers were most likely to attribute the company's complaint handling to unconditional compliance when the airline company reacted to customer complaints under low distinctiveness, high consistency, and when consensus among the airlines was low. On the other hand, most passengers attributed the company's complaint handling to conditional compliance under the conditions in which distinctiveness, consistency, and consensus were all high. The results provide further insights into how different policies of complaint management affect customers' attributions. Future directions and managerial implications are also discussed.
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Lervik-Olsen, Line, Tor Wallin Andreassen, and Sandra Streukens. "What drives the intention to complain?" Journal of Service Theory and Practice 26, no. 4 (July 11, 2016): 406–29. http://dx.doi.org/10.1108/jstp-09-2014-0209.
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Purpose – The purpose of this paper is to provide insight into the decision process behind whether customers complain, and to identify the effects of the situational factor credence quality in this decision process. Design/methodology/approach – A quasi-experimental design is used in which scenarios are applied in combination with a survey to test and to compare the model and its boundary conditions with existing consumer behavior models. Findings – The mental-accounting process (theory of trying to complain (TTC)) seems to be a stronger predictor than mere attitude models (theory of planned behavior) when trying to explain intention to complain. Second, anticipated justice from complaint handling is a strong driver of intention to complain. Third, in both models, subjective norms are a strong predictor of intention to complain. Practical implications – This study contributes to both theory and practice by extending existing theory and offering the TTC, and by providing practical insight for service managers. Originality/value – To the best of the authors’ knowledge, the current study is the first to compare systematically two complaint approaches explaining complaint intention: the attitude model and the mental-accounting model.
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Sukamto, Titien S., Indra Gamayanto, and Sasono Wibowo. "The Design of Innovative Complaint Systems Inside University to Face Globalization." Journal of Economics and Management Sciences 1, no. 2 (August 20, 2018): p40. http://dx.doi.org/10.30560/jems.v1n2p40.
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One of the most important pillars that we must address in the ASEAN Economic Community (AEC) is to develop a good management process at University in Indonesia, one of the most important part is complaint management. Complaint management should get more attention from the University, because these factors tend to bring the campus atmosphere to become more conducive and to solve some communication problems between and/or among lecturers and students. In this paper, we will proposed a complaint management framework in order to solve the problems of complaints, especially at the university level. The proposed method are adopted from complaint methods that already be used in Northumbria University, England, and Australian International College, then it will be cutomized with the management and education process, and also cultural behaviour at universities in Indonesia. This framework will help us to solve the complaint problems objectively and fairly, so that both sides can feel comfortable while running the learning/education process on campus. Furthermore, this will be linked to four important things that will result in a solution to improve service at the university level, so that all universities in Indonesia will be able to improve the complaint process more effectively and efficiently.
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Wahyuningsih, Sri Endah, Ali Sunhaji, Umar Ma’ruf, and Deddy Prasetyo. "The Rights of the Victims in Submitting a Complaint against the Criminal Act of Counselling in Indonesia." International Journal of Social Science And Human Research 05, no. 11 (November 2, 2022): 4820–27. http://dx.doi.org/10.47191/ijsshr/v5-i11-02.
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The crime of sexual intercourse committed by adults accompanied by persuasion or promises is not regulated as a crime formulation in the Criminal Code (KUHP), so that women as victims do not get justice because the complaints made are not processed by the police, The purpose of this study is to analyse the regulation of the rights of victims in filing complaints against perpetrators of criminal acts of sexual intercourse and to analyse and find weaknesses in the regulation of victims' rights in filing complaints against perpetrators of crimes of sexual intercourse as well as reconstructing regulations on the rights of victims in filing complaints against acts of sexual intercourse so that they can be used as offense so that it can provide a value of justice. This research is a non-doctrinal/socio-legal-research research with a descriptive study. The approach method in this research is Juridical Sociological by using constructivism paradigm. The results showed that the act of sexual intercourse carried out by adults accompanied by persuasion or certain promises is a crime that has not been accommodated by current regulations so that the protection of the victim is not fulfilled as well as the victim's right to complain about the sexual act experienced because the police do not can follow up the complaint so that the criminal sanctions imposed on the perpetrators cannot be carried out. Weaknesses in the current regulations include lagging behind the Criminal Code as the basis of criminal law in accommodating the rights of victims of sexual intercourse in filing complaints, which are weaknesses in terms of legal substance, the resolution of cases by the police which is not optimal is a weakness in terms of legal structure and weaknesses in the perspective of legal culture related to vacancies. the law on the victim's right to file a complaint in the act of sexual intercourse which causes the victim to be reluctant to file a complaint, because the settlement will only be done through mediation, and does not provide a deterrent effect. Reconstruction of Article 284 of the current Criminal Code by including the element of deliberately breaking the promise to be responsible for sexual acts and the victim has the right to file a complaint with the police for the actions he has experienced so that the victim's rights can be fulfilled and get justice.
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Stare, Janez, Barbara Gruden, and Polonca Kovač. "The Management of Complaints in Slovene Public Administration." Organizacija 41, no. 1 (January 1, 2008): 22–30. http://dx.doi.org/10.2478/v10051-008-0003-9.
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The Management of Complaints in Slovene Public AdministrationThe Slovene public administration is part of the broader social system, therefore it must be responsive and proactive. The instrument of complaint in the administrative procedure, and wider in the context of the entire administrative management, is very helpful to public administration for tracking social changes and should therefore be seen as a form of constructive criticism. On the basis of user complaints regarding its services or the parties to the administrative procedure, the public administration must learn permanently and, as learning organisation, must incorporate its findings into future practice. The starting point of this contribution is the problems of the complaint in the narrow sense - customer dissatisfaction with the functioning of the public administration or arising from the fact that one of the characteristics of the administrative procedure or other services is the direct contact between the customer and the provider of the service. With this approach, the public administration will develop part of an integral system of quality and excellence that underlines the meaning of satisfaction of (all) the users of public services.
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Beh, Yean Shan, Laszlo Sajtos, and Joanne T. Cao. "Complainers' resource investment and mobilization in digital environments using Conservation of Resources theory." Journal of Service Management 31, no. 3 (April 9, 2020): 509–34. http://dx.doi.org/10.1108/josm-10-2018-0344.
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PurposeThe purpose of this paper is to consider whether consumers can recover from a service failure by utilizing internal and external energy resources that are available to them at the time of an online complaint. Based on the Conservation of Resources (COR) theory, this research conceptualizes the complainers' act of complaining through internal and external energy resources. By investing (direct utilization of resources) and mobilizing (utilizing resources to change the trajectory of a loss) these resources, this study aims to understand which resources (internal or external) and what strategies (investment or mobilization) are effective in the face of a resource loss.Design//methodology/approachStudy 1 aimed to test the impact of energy resources (motivation and affordance) on consumers' negative emotions and satisfaction with their complaints through an online panel survey. Study 2 was a between-subjects design experiment aimed to overcome the diversity of the circumstances around a service failure, complaint motivation and complaints that were captured in Study 1.FindingsThis study provides evidence of the negative and positive effects of internal and external energy resources, respectively, in altering the consumer's emotions and behavioral intentions. The findings of this study underline the role of affordances of features, specifically perceived conversationality of digital features, in improving consumers' relationship with the defaulting firm.Practical implicationsBased on the findings related to the perceived conversationality of digital features, managers are urged to explore the affordances of online features that consumers use for communications, in general, or for complaints, in particular.Originality/valueTo our understanding, this paper is the first study to employ COR theory as a conceptual background, and in turn, the first to conceptualize complaint motivations and online complaint features as internal and external resources, respectively. As such, this study is the first of its kind to examine complaint media systematically.