Relevant bibliographies by topics / Consumer complaints

Contents

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

Academic literature on the topic 'Consumer complaints'

Author: Grafiati
Published: 4 June 2021
Last updated: 29 July 2024

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Journal articles on the topic "Consumer complaints"

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H.A. Bijmolt, Tammo, Eelko K.R.E. Huizingh, and Adriana Krawczyk. "Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet." Internet Research 24, no. 5 (September 30, 2014): 608–28. http://dx.doi.org/10.1108/intr-03-2012-0056.

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Purpose – The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels. Design/methodology/approach – Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: whether they had negative experiences with online purchases, whether they complained, and whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions. Findings – Remarkable differences arise among the consumers with respect to intentions to repurchase on the internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting. Originality/value – This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.
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Kusumanugraha, Yaffi Arrizki. "The Evaluation of Foreman Competency Suitability on Consumer Complaints." Jurnal Teknik Sipil dan Perencanaan 20, no. 2 (November 29, 2018): 117–22. http://dx.doi.org/10.15294/jtsp.v20i2.16172.

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Abstract. The construction industry is one of the most developed industries around the world. Similar to the housing construction industry, consumers who buy a house on the developers sometimes have a complaint about the units they buy. Because of the consumer complaints, the developers expend more money to use the services of foreman complaints. Quality of foreman complains determines the result of consumer complaint work. Elements of competence that affect the performance of the foreman complain were analyzed using SPSS and descriptive percentage. Descriptive method of percentage of frequency calculated in percent. The elements analyzed are the skills competence, the work experience competence, the discipline competence and the wage competency. The results of the research showed that the elements that affected the foreman complaints are the skills competence 88.56%, the work experience competence 85.56%, the skills competence 88.56% the discipline competence 89.07% and the wage competency 89.73%. The strategies that must be implemented to improve the performance of the foreman complain are to supervise the continues improvement of the team owner, and also repeat orders according to the portion (the foreman capacity), selecting the workman or labor that will be used by the foreman to do a job and also make a skill assessment from the foreman and his team, conducting training programs for the foreman and the craftsman can also be a strategy to improve the performance of the foreman complain.
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Allsop, Judith, and Kathryn Jones. "Withering the Citizen, Managing the Consumer: Complaints in Healthcare Settings." Social Policy and Society 7, no. 2 (April 2008): 233–43. http://dx.doi.org/10.1017/s1474746407004186.

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This paper considers concepts of citizenship and consumerism in light of complaints about healthcare, which have risen since the early1990s, due to a greater willingness by the healthcare user to complain, and also the reforms in complaint systems. The narrow legal model for dealing with complaints has been replaced by a managerial model based on corporate sector practice that views complaint handling as a way of retaining customers and organisational learning. The managerial model has proved difficult to embed into the English NHS and has been superposed with a centralised regulatory system that aims to manage performance while also being responsible for reviewing, complaints and being responsive to complainants. It is argued that this may have positive consequences in terms of improving healthcare quality but more negatively, the promotion of consumerism within complaints processes has led to a loss of the right to due process and public accountability.
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Lee, Sang Yeal, Ji Young Lee, Hongmin Ahn, and Jang Ho Moon. "How implicit mindset influences consumers’ perception of company engagement with product complaints online." Social Behavior and Personality: an international journal 47, no. 10 (October 22, 2019): 1–9. http://dx.doi.org/10.2224/sbp.8451.

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Consumer complaints posted on social media can quickly escalate a problem to become a crisis for a company. Although many companies engage with consumer complaints on various social media platforms, understanding of the mechanisms underlying consumer perceptions of such engagement remains limited. Thus, we examined how company engagement and consumers’ implicit mindset (i.e., implicit beliefs about the nature of human traits) influences consumer attributions regarding complaints posted online. Through an experiment (N = 356 participants) we showed that (a) company engagement with consumer complaints led to positive responses, potentially reducing the likelihood that negative events will become crisis situations, and (b) this effect was mediated by consumer perception of company responsibility. Further, the mediated relationship between company engagement and outcome of responding to complaints through the degree of perceived company responsibility was contingent on the consumers’ mindset (i.e., a moderated mediation effect), showing the importance of consumers’ implicit mindset to online complaint behaviors.
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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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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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Yüncü, Deniz, and Hilmi Rafet Yüncü. "Social network analysis of e-complaints in fast food sectors in Turkey." International Journal of Human Sciences 12, no. 2 (July 13, 2015): 235. http://dx.doi.org/10.14687/ijhs.v12i2.3323.

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<p>Complaint is defined as an act of reflecting a dissatisfying situation to other side. Consumers act differently while they are expressing their dissatisfaction. Consumer complaints constitute an important feedback mechanism for companies. Thanks to these feedbacks, the firms get a chance to correct the mistake in the process of production and to produce a more satisfying product. Consumers express their complaints about the dissatisfying processes through feedback to the firm, expressing them to their friends, or resentment. With the developments in the Internet technology, it is seen that complaints have become widespread. Consumers let more people know about their complaints by expressing them in the internet environment. Therefore, the firms should attach importance to e-complaints and tolerate the dissatisfaction of their consumers. Although there are some studies about consumer complaints in the tourism area, there are not any studies about fast-food agencies. For this reason, it is aimed to categorize the fast-food agencies in www.sikayetvar.com.</p>
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Coney, Sandra. "Direct-to-Consumer Advertising of Prescription Pharmaceuticals: A Consumer Perspective from New Zealand." Journal of Public Policy & Marketing 21, no. 2 (September 2002): 213–23. http://dx.doi.org/10.1509/jppm.21.2.213.17592.

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New Zealand is one of only two countries in the world that allows direct-to-consumer (DTC) advertising. Such advertising has increased dramatically since the mid-1990s, and a wide range of promotional activities currently takes place. Compliance with the legislation occurs through an industry body that hears complaints over alleged breaches. The weakness of the organized consumer sector in the country means there is a paucity of complaints, yet a self-regulating system is reliant on complaints for compliance. The author describes the unsatisfactory experience of taking a complaint and examines the argument that DTC advertising provides consumers with important information. The author measures DTC advertising against criteria for quality health information and finds it wanting.
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Giawa, Mery Oktavia, and Meita Sondang Riski. "Analisis Kepuasan Konsumen pada Foto Copy Kurnia Jaya Sangatta." Jurnal EKSIS 18, no. 1 (November 17, 2022): 1–11. http://dx.doi.org/10.46964/eksis.v18i1.294.

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The purpose of this study was to analyze consumer satisfaction on Photocopy of Kurnia Jaya Sangatta. The analysis uses descriptive statistics where the data is processed using SPSS version 21. The results of the study are proven from 96 respondents who answered the questions asked, the average answer was satisfied. In terms of data validity and reliability, the results of the study show that all indicators of satisfaction variables given a photocopy of Kurnia Jaya Sangatta proved valid and reliable. The conclusion of this study is that consumers feel satisfied while using the photocopy service of Kurnia Jaya Sangatta, both seen from the photocopying results and the services provided. This consumer satisfaction can be seen from the average respondents' answers above 49% answered satisfied. In terms of consumers wanting to use photocopying services and wanting to recommend, the average respondent's answers above 45% answered that they were willing. As for the problem of complaints or complaints, the average respondent's answers above 47% answered that they did not want to complain and if there were consumers who complained, consumers believed that the Kurnia Jaya shop owner was willing to accommodate their complaints.
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A. R. Kanagaraj, A. R. Kanagaraj, S. Tamilmani S. Tamilmani, and S. Archana S. Archana. "Procedure To Lodge Consumer Complaints." Paripex - Indian Journal Of Research 2, no. 3 (January 15, 2012): 43–44. http://dx.doi.org/10.15373/22501991/mar2013/16.

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Dissertations / Theses on the topic "Consumer complaints"

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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 Economics
As 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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Patterson, Jan. "Consumers and complaints systems in health care /." Title page, contents and summary only, 1996. http://web4.library.adelaide.edu.au/theses/09PH/09php3174.pdf.

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Leuer, Debora Kim. "A comparison study of food facility inspection scores and consumer complaints." CSUSB ScholarWorks, 1999. https://scholarworks.lib.csusb.edu/etd-project/1711.

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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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Gran, Betty Jean. "A study of language attitudes in Hong Kong Cantonese speakers' response to English and Cantonese on the telephone /." Click to view the E-thesis via HKUTO, 1987. http://sunzi.lib.hku.hk/hkuto/record/B31949034.

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JÃnior, JoÃo Batista Pereira. "Determinants of the probability of dealing with complaints in the organs of consumer protection: an econometric analysis of the national registry of substantiated complaints." Universidade Federal do CearÃ, 2014. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=11736.

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nÃo hÃ
O presente trabalho promoveu uma anÃlise do Cadastro Nacional de ReclamaÃÃes Fundamentadas do ano de 2011 (publicaÃÃo ocorrida em 2012) cuja base de dados possui 153.094 observaÃÃes, as quais representam todas as reclamaÃÃes formuladas neste perÃodo nos ÃrgÃos de defesa do consumidor espalhados em todas as regiÃes do territÃrio nacional. Foram realizadas regressÃes logÃsticas de modo a determinar uma medida probabilÃstica que retrata as possibilidades de Ãxito nas demandas dos consumidores junto Ãs entidades e ÃrgÃos criados para a discussÃo e processamento das mesmas. O modelo economÃtrico proposto considerou sexo e faixa etÃria dos consumidores, o assunto discutido nos processos, a localizaÃÃo geogrÃfica onde se deu a reclamaÃÃo, alÃm do ramo de atividade dos fornecedores reclamados. Com as simulaÃÃes realizadas, entre outros resultados, constatou-se que as maiores chances de Ãxito no cenÃrio nacional, para pessoas do sexo feminino na faixa etÃria de 31 a 40 anos, sÃo para as demandas que envolvem produtos (67,3%) e que o setor de habitaÃÃo apresentou a menor probabilidade de celebraÃÃo de conciliaÃÃo entre as partes (39,1%).
The present work promoted an analysis of the National Register of founded Complaints of the year 2011 (publication happened in 2012) whose base of data possesses 153.094 observations, which represent all of the complaints formulated in this period in consumer defense organs spreaded in all areas of the national territory. Logistic Regressions were performed in order to determine a probabilistic measure that reflects the possibilities of success to consumers' demands together the entities and organizations created for discussion and processing of demands. The proposed econometric model took into account sex and consumers' age group, the subject discussed in the processes, the geographical location where happened the complaint, besides the field of activity of the claimed suppliers. With the accomplished simulations, among other results, it was verified that the largest success chances on the national scene for females aged 31-40 years are for the demands that involve products (67.3%) and that the housing sector presented the lowest probability of celebrating conciliation between the parties (39.1%).
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Hassan, Noor. "Issues and challenges of consumer financing in Pakistan." Thesis, Högskolan Väst, Avd för företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hv:diva-3485.

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Consumerfinance serves as the source of financial stability and uplifts the economicand social status of the household. This research is based on qualitative studyand up to some extent on quantitative base too. The major objective of thisstudy is to gain insights of consumer financing in Pakistan from a consumerperspective. At the same time, the study investigates and analyzes the defined rulesand regulations for banks and for consumers during the time of obtaining theloans from banks and well as from other financial institutions. Interestingly,during the process of investigation, the study encounters a lot of constraintsand dissatisfaction perceived by tits customers. Hence the report seeks outthose issues and challenges that are hindering to meet customer demand forsound consumer finance. The report is duly influenced by the Central Bank(State Bank of Pakistan), which is responsible and obliged to secure theinterests of the consumers.
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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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Yockel, Sharon Lynn. "Service recovery : a case study /." Online version of thesis, 1997. http://hdl.handle.net/1850/12325.

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Santos, Cristiana. "Ontologies for legal relevance and consumer complaints. A case study in the air transport passenger domain." Doctoral thesis, Universitat Autònoma de Barcelona, 2017. http://hdl.handle.net/10803/461880.

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L'aplicació de la informació legal rellevant per resoldre les queixes i disputes és un desafiament comú per a tots els professionals de la justícia i llecs. No obstant això, l'anàlisi del concepte de rellevància en si ha atret fins al moment només una atenció esporàdica. Aquesta tesi ofereix ajuda per a comprendre els components de queixes, definint la informació legal pertinent, i fent ús d'ontologies computacionals i patrons de disseny per a representar aquest coneixement rellevant d'una manera explícita i estructurada. En aquest treball s'utilitza com un estudi de cas una situació real dels conflictes de consum en el domini de passatgers de transport aeri. Dos artefactes van ser construïts: dues ontologies i un patró de disseny. Una des ontologies recull la pertinent informació legal en disputes de consum, i l'altra és la seva especialització, aplicada al transport aeri de passatgers. El patró de disseny d'ontologies cobreix la demanda de patrons de disseny proposat per conceptualitzar les queixes. Per tal de demostrar la capacitat de les ontologies per servir com una base de coneixements per a un programa d'ordinador que proporciona informació legal corresponent, es va desenvolupar una aplicació demostrativa.
In order to understand and position the thesis's contribution to knowledge representation, a reference to design-science research (DSR) is made, in particular, to the knowledge contribution framework [Gregor, Hevner, 2013]. It is composed of four quadrants which are defined and analysed below, depending on the problem maturity and solution maturity of a research contribution (Fig. 7.1). According tothis DSR framework, the research contributions can be defined as the following: (i) Invention quadrant result in novel solutions (artifacts or inventions) addressing new problems; (ii) Improvement quadrant’s goal is to create new solutions (in the form of more efficient products, processes, services, technologies) to known problems. Researchers therefore must contend with a known contextual application for which previous artifacts either do not exist or are suboptimal; (iii) Exaptation quadrant refers to the expropriation of design knowledge in one field to solve new problems in another field. When artifacts required in a field are not available or are suboptimal, effective artifacts may exist in related problem areas that may be adapted, extended, refined or, more accurately, exapted to the new contextual problem; (iv) Routine design occurs when existing knowledge for the problem area is well understood and when existing artifacts are used to address the opportunity or question. Existing knowledge is applied in familiar problem areas in a routine way.
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Books on the topic "Consumer complaints"

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Silverman, Bruce. How to complain for fun and profit. [S.l.]: Mario Schulzke, 2008.

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Staadt, Jochen. Eingaben: Die institutionalisierte Meckerkultur in der DDR : Goldbrokat, Kaffee-Mix, Büttenreden, Ausreiseanträge u. andere Schwierigkeiten mit den Untertanen. Berlin: Forschungsverbund SED-Staat, 1996.

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Winkle, Wilber. Wilber Winkle has a complaint! Baltimore, MD: Bancroft Press, 1997.

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Alberta. Alberta Consumer and Corporate Affairs. Consumer complaints: A selfhelp handbook. [Edmonton, Alta.]: Alberta Consumer and Corporate Affairs, 1985.

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U.S. Office of Consumer Affairs, ed. Managing consumer complaints: Responsive business approaches to consumer needs. Washington, D.C: U.S. Department of Commerce, Office of Consumer Affairs, 1992.

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New York (State). Office of the Special Deputy Comptroller for the City of New York. New York City Department of Consumer Affairs, consumer complaints. [New York, N.Y.]: Office of the New York State Comptroller, Office of the Special Deputy Comptroller for the City of New York, 1987.

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Rubel, Janet. 101+ complaint letters that get results. 2nd ed. Naperville, Ill: Sphinx, 2006.

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Westheimer, Patricia H. How to write complaint letters that work!: A consumer's guide to resolving conflicts & getting results. Indianapolis, IN: Park Avenue, 1994.

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Thomas, Del Boone. How to write powerful complaint letters and others: A step-by-step guide. Atlanta, GA: Boone-Thomas Enterprises, 1995.

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Rosa, Paul. The complete idiot letters: One man's hilarious assault on corporate America. Washington, D.C: Regnery Pub., 1997.

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Book chapters on the topic "Consumer complaints"

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Ekici, Ahmet. "Consumer Well-Being, Consumer Complaints." In Encyclopedia of Quality of Life and Well-Being Research, 1223–24. Dordrecht: Springer Netherlands, 2014. http://dx.doi.org/10.1007/978-94-007-0753-5_3528.

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Ekici, Ahmet. "Consumer Well-Being, Consumer Complaints." In Encyclopedia of Quality of Life and Well-Being Research, 1345–46. Cham: Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-17299-1_3528.

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Raaper, Rille. "Student Complaints as Consumer Empowerment." In Student Identity and Political Agency, 131–51. London: Routledge, 2023. http://dx.doi.org/10.4324/9781003253648-7.

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Hooper, Paul. "Consumer protection regimes and passenger complaints." In The Routledge Companion to Air Transport Management, 373–91. 1 Edition. | New York : Routledge, 2018. | Series: Routledge companions in business, management and accounting: Routledge, 2018. http://dx.doi.org/10.4324/9781315630540-24.

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Wei, Dan, and Hongling Ning. "The Need for a Transnational Coordination Mechanism for Complaints of International Tourists." In Innovation and the Transformation of Consumer Law, 355–67. Singapore: Springer Singapore, 2020. http://dx.doi.org/10.1007/978-981-15-8948-5_24.

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Alexandris, Christina. ""Show and Tell": Using Semantically Processable Prosodic Markers for Spatial Expressions in an HCI System for Consumer Complaints." In Human-Computer Interaction. HCI Intelligent Multimodal Interaction Environments, 13–22. Berlin, Heidelberg: Springer Berlin Heidelberg, 2007. http://dx.doi.org/10.1007/978-3-540-73110-8_2.

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Wu, Jiacan, Shan Li, and Wei Li. "Consumer Private Product Complaint Ripple Effect: A Theoretical Analysis." In Communications in Computer and Information Science, 327–34. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-23065-3_48.

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Cosenza, Robert M., Stephen D. Calvert, and Jerry W. Wilson. "Can Complaint Knowledge and Experience Affect Perceived Consumer Satisfaction?" In Proceedings of the 1983 Academy of Marketing Science (AMS) Annual Conference, 446–49. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-16937-8_105.

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Swimberghe, Krist R. "When Corporate Actions and Consumer Values Collide: Does Consumer Religious Commitment Influence Store Loyalty and Consumer Complaint Intentions?" In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 31–33. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-11806-2_19.

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Adams, Ronald J., and Carole T. Mays. "Some Correlates of Consumer Dissatisfaction with Retail Complaint Handling Performance." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 267–70. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-16976-7_66.

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Conference papers on the topic "Consumer complaints"

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Czechowska, Iwona Dorota. "CONSUMER COMPLAINTS AGAINST THE BANKING SECTOR AS A PART OF CONSUMER PROTECTION." In 4th International Multidisciplinary Scientific Conference on Social Sciences and Arts SGEM2017. Stef92 Technology, 2017. http://dx.doi.org/10.5593/sgemsocial2017/13/s03.016.

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Hanyang Luo, Xinwei Han, Yanan Yu, and Shunyu Wang. "An empirical study on the effect of consumer complaints handling on consumer loyalty." In 2016 13th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2016. http://dx.doi.org/10.1109/icsssm.2016.7538537.

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Vinayak, Vineet, and Jyotsna C. "Consumer Complaints Classification using Deep Learning & Word Embedding Models." In 2023 14th International Conference on Computing Communication and Networking Technologies (ICCCNT). IEEE, 2023. http://dx.doi.org/10.1109/icccnt56998.2023.10307286.

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Chugani, Surbhit, K. Govinda, and Somula Ramasubbareddy. "Data Analysis of Consumer Complaints in Banking Industry using Hybrid Clustering." In 2018 Second International Conference on Computing Methodologies and Communication (ICCMC). IEEE, 2018. http://dx.doi.org/10.1109/iccmc.2018.8487638.

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Bhattacharya, Arkaprabha, Kevin Lee, Vineeth Ravi, Jessica Staddon, and Rosanna Bellini. "Shortchanged: Uncovering and Analyzing Intimate Partner Financial Abuse in Consumer Complaints." In CHI '24: CHI Conference on Human Factors in Computing Systems. New York, NY, USA: ACM, 2024. http://dx.doi.org/10.1145/3613904.3642033.

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Drake, Kristen, and Emily M. Zechman. "Using Consumer Complaints to Characterize Contamination Events in a Water Distribution System." In World Environmental And Water Resources Congress 2012. Reston, VA: American Society of Civil Engineers, 2012. http://dx.doi.org/10.1061/9780784412312.332.

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Jin, Lydia, Brian C. Tefft, and William J. Horrey. "Mining consumer complaints to identify unsuccessful interactions with advanced driver assistance systems." In AutomotiveUI '19: 11th International Conference on Automotive User Interfaces and Interactive Vehicular Applications. New York, NY, USA: ACM, 2019. http://dx.doi.org/10.1145/3349263.3351313.

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Harmono, Harmono, Iwan G. Gumilang, Tina Marlina, and Rima Febriany Rachman. "Application of Criminal Delegation to Hate Speech on Consumer Complaints through Social Media." In Proceedings of the International Symposium on Social Sciences, Education, and Humanities (ISSEH 2018). Paris, France: Atlantis Press, 2019. http://dx.doi.org/10.2991/isseh-18.2019.52.

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HOXHOLLI, Emi, and Donika KËRÇINI. "Economic and social rights enjoyment in Albania: Literature Review and Conceptual Framework." In ISSUES OF HOUSING, PLANNING, AND RESILIENT DEVELOPMENT OF THE TERRITORY Towards Euro-Mediterranean Perspectives. POLIS PRESS, 2023. http://dx.doi.org/10.37199/c41000106.

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Abstract:
Economic and social rights have been affirmed since 1976 in the Universal Declaration of Human Rights but the globalization, huge economic differences, and financial and health crises that hap- pened during the last decade have brought them into focus. Economic and social rights include the rights to adequate housing, education, health, work and food. These rights belong to every human being, regardless of age, sex, nationality, ethnicity, religion, race, wealth or any other status. Recognition and respect of these rights is today a challenge for all defenders of human rights, such as institutions, NGOs and academics. A human rights economy places people and the planet at the heart of the economic policies, investment decisions, consumer choices and business models and this will help in completing the ambition of the 2030 Agenda for Sustainable Development Goals (Türk,2023). Ten years ago, the World Bank in collaboration with the Human Rights Measurement Initiative developed the economic and social rights performance score, in order measure how effectively countries use their economic resources to ensure the fulfilment of economic and social rights. But which is the status of Albania regarding the economic and social rights? If we refer to data provided by People’s Advocate, the Albanian NHRI, in 2021 there were 32 complaints about non-adequate housing, 101 complaints for education, 97 complaints for healthcare, 51 complaints regarding the right to work and 72 complaints for non-adequate food. Comparing these figures with the total number of 1,630 complaints about human rights violations is clear that they are very low due to the fact that individuals are not aware of having these rights and don’t fight to be part of the policymaking.
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Tao, Tao, Kunlun Xin, Yu Xia, and Suiqing Liu. "A Risk Assessment of the Tap Drinking Water Quality in a Water Distribution System Based on Consumer Complaints." In 12th Annual Conference on Water Distribution Systems Analysis (WDSA). Reston, VA: American Society of Civil Engineers, 2011. http://dx.doi.org/10.1061/41203(425)56.

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Reports on the topic "Consumer complaints"

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Gangi, Massimiliano, Jami Hubbard Solli, and Jennifer Romero-Torres. Establishing a Financial Services Ombudsman in Mongolia: Experiences and Lessons from Armenia, Australia, and Singapore. Asian Development Bank, June 2023. http://dx.doi.org/10.22617/wps230219-2.

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Alternative dispute resolution in the form of a financial ombudsperson, mediator, or arbiter adds value to the financial services sector. It can provide redress for high volumes of consumer complaints, establish rules of conduct for financial service providers, and improve the sector’s overall health and sustainability. This paper sets out insights from three long-standing financial alternative dispute resolution systems in Armenia, Australia, and Singapore. It outlines how the different systems work and highlights lessons for countries interested in developing similar arrangements to strengthen financial consumer protection.
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Song, Sanga, and Hyunjoo Im. Consumers' Negative Electronic Word of Mouth: Non-complainers, Bad-mouthers, Dissatisfied complainers, and Satisfied complainers. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-390.

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Valenti, Joe. Financial Pain Points for Older Consumers: A Look at the CFPB Complaint Database. Washington, DC: AARP Public Policy Institute, September 2021. http://dx.doi.org/10.26419/ppi.00147.001.

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