Journal articles: 'Complaining behaviour'

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Agbonifoh, Bas A., and Pius E. Edoreh. "Consumer Awareness and Complaining Behaviour." European Journal of Marketing 20, no. 7 (July 1986): 43–49. http://dx.doi.org/10.1108/eum0000000004655.

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Ferguson, Graham, and Ian Phau. "A cross‐national investigation of university students' complaining behaviour and attitudes to complaining." Journal of International Education in Business 5, no. 1 (May 4, 2012): 50–70. http://dx.doi.org/10.1108/18363261211261755.

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Kumar, Pankaj. "IMPACT OF CUSTOMER COMPLAINING BEHAVIOUR ON DEFECTION BEHAVIOUR: AN INVESTIGATION ON RETAIL FORMATS IN INDIA." International Journal of Research -GRANTHAALAYAH 4, no. 12 (December 31, 2016): 214–25. http://dx.doi.org/10.29121/granthaalayah.v4.i12.2016.2411.

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The purpose of the study is to examine the effect of complaining behaviour on defection behaviour based on demographics (gender, age, marital status, education and, income level) of the dissatisfied customers of retail stores. A structured questionnaire was successfully distributed to 600 respondents, who had made purchases from sixty retail formats operated in Delhi and Gurugram belonging to the domain of Shopping Malls, Hypermarket, Supermarket, Department Stores, Discount stores and Category Killers through systematic stratified sampling for the collection of data. Out of 377 valid ones questionnaires for analysis, a set of 89 responsents have shown dissatisfaction about the retail store products and services and have taken in this study (N=89). Multiple regression analysis with forward selection was employed to predict the effect of complaining actions on defection behaviour based on demographics (gender, age, marital status, education and, income level) of the dissatisfied customers of retail stores. The study has found a significant effect of complaining actions on defection behaviour of dissatisfied customers of retail stores based on their education qualification and income level. However, gender, age and maritial status of dissatisfied customers did not moderate the the relationship between complaining actions and switching behaviour. The recommendations for managers are also discussed.

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Snellman, Kaisa, and Tiina Vihtkari. "Customer complaining behaviour in technology‐based service encounters." International Journal of Service Industry Management 14, no. 2 (May 2003): 217–31. http://dx.doi.org/10.1108/09564230310474174.

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Stewart, Kate, and Edel McCabe. "The 'Net Effect' on Bank Customer Complaining Behaviour." Marketing Review 6, no. 1 (February 1, 2006): 41–53. http://dx.doi.org/10.1362/146934706776861528.

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Istanbulluoglu, Doga, Sheena Leek, and Isabelle T. Szmigin. "Beyond exit and voice: developing an integrated taxonomy of consumer complaining behaviour." European Journal of Marketing 51, no. 5/6 (May 8, 2017): 1109–28. http://dx.doi.org/10.1108/ejm-04-2016-0204.

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Purpose The purpose of this paper is to help researchers and practitioners to understand and respond to consumer complaining behaviour (CCB) by developing a taxonomy that addresses the inadequacies of previous consumer complaining taxonomies and models, simplifies the terminology and covers both traditional and new ways of complaining. Design/methodology/approach Based on a systematic review of 210 studies, a concept-centric analysis of CCB literature was conducted. Seminal taxonomies and models of CCB are revisited and a critical evaluation of these is presented. Findings An integrated taxonomy of CCB is proposed which enhances the understanding of complaining in the twenty-first century by clarifying the ambiguities and overlapping constructs in the previous taxonomies. Research limitations/implications The integrated taxonomy of CCB eliminates the ambiguity of previous approaches and introduces more coherent constructs in relation to the theory of CCB. The taxonomy comprehensively defines and describes the range of complaining actions to provide a complete framework. As a result, the authors’ understanding of CCB is developed through a focus on complaining actions, their characteristics and what these actions afford companies in their attempts to deal with complaints (i.e. audience and amount of information available). Practical implications Practitioners can use the integrated taxonomy of CCB to structure their complaint handling processes to obtain maximum customer feedback, to improve their product/service and to retain customers through satisfactorily addressing their complaints. Originality/value Although the literature on consumer complaining is mature, this is the first paper that offers a comprehensive taxonomy that explains CCB while addressing new developments in computer-mediated communications.

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Kaur, Prabhjot, and Sanjeev Kumar Sharma. "A Measure of Consumer Complaining Behaviour in Service Industry." Paradigm 19, no. 1 (June 2015): 37–51. http://dx.doi.org/10.1177/0971890715585200.

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Kraft, Bettina, and Ronald Geluykens. "Complaining in French L1 and L2." EUROSLA Yearbook 2 (August 8, 2002): 227–42. http://dx.doi.org/10.1075/eurosla.2.14kra.

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This paper addresses the linguistic realization of the face-threatening act of ‘complaints’ in native and non-native French discourse. Data were obtained through written Discourse Completion Tasks with German learners of French and native speakers to examine the extent to which L1 complaint strategies differ from L2 ones, the extent to which differences can be attributed to transfer from the L1, and the extent to which complaint behaviour is gender specific. While no direct evidence of pragmatic transfer from the L1 was found, significant differences were found between L1 and L2 in utterance lengths, degree of directness, use of supportive moves, and appearance of downgraders. Some gender specific features were also found.

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Krüger, L., and P. G. Mostert. "The influence of relationship intention on cell phone users’ attitudes towards complaining and complaint behaviour." Southern African Business Review 18, no. 2 (January 29, 2019): 35–64. http://dx.doi.org/10.25159/1998-8125/5677.

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In any service environment, there is a strong possibility that customers’ expectations and the actual service delivery are not in unison. When service failures do occur, customers’ attitudes towards complaining directly influence their actual complaint behaviour. As not all customers want to build relationships with service providers, it is imperative that service providers gain a deeper understanding of the behaviour, and specifically the complaint behaviour, of those customers who do have relationship intentions. The purpose of this study was to determine the influence of relationship intention on customers’ attitudes towards complaining and complaint behaviour following a service failure within the cell phone industry. Convenience sampling was used, and 605 respondents participated in the study. The results indicate that the majority of respondents who participated in this study had a propensity to complain, and that respondents with high relationship intentions are more likely to voice a billing error to their cell phone network provider than respondents with low relationship intentions. Furthermore, relationship intention should be considered as a variable that could influence customers’ attitudes towards complaining and complaint behaviour. The results make a valuable theoretical contribution and have managerial implications for service providers in the cell phone industry.

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Casado-Díaz, Ana B., and Juan L. Nicolau-Gonzálbez. "Explaining consumer complaining behaviour in double deviation scenarios: the banking services." Service Industries Journal 29, no. 12 (November 2, 2009): 1659–68. http://dx.doi.org/10.1080/02642060902793524.

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Tauriana, Dian, and Christine Christine. "Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand Switching." Binus Business Review 2, no. 1 (May 30, 2011): 115. http://dx.doi.org/10.21512/bbr.v2i1.1116.

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PT Bank OCBC NISP Tbk officially became a commercial bank in 1967, foreign exchange bank in 1990, and listed as a public company in Indonesia Stock Exchange in 1994. The purpose of this research is to identify the correlation and variables influences of service recovery, complaining behaviour, and brand switching; and also to give suggestion of extensive complaint handling so the customers of PT Bank OCBC NISP Tbk are more loyal. The analysis method is SPSS 16.00 program, simple correlation, and path analysis. Data collecting technique is questionnaire, as the amount of respondents (customers) are 100. The result of this research is there is relation and influences among service recovery, complaining behaviour, and brand switching variables.

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Aydın, Hatice, and Sevtap Ünal. "The Mediating Role of Psychological Distancing and Complaining Behaviour on the Effect of Negative Emotions on Repurchase Intention." International Journal of Trade, Economics and Finance 7, no. 5 (October 2016): 179–85. http://dx.doi.org/10.18178/ijtef.2016.7.5.519.

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Slack, Neale, Gurmeet Singh, and Shavneet Sharma. "The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions." International Journal of Quality and Service Sciences 12, no. 3 (August 3, 2020): 297–318. http://dx.doi.org/10.1108/ijqss-10-2019-0114.

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Purpose This paper aims to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price sensitivity, as well as the effect of service quality dimensions on customer satisfaction. Design/methodology/approach A public intercept survey collected data from 480 supermarket customers. Statistical package for the social sciences was used to provide descriptive and inferential analysis. Findings Results reveal the predominance and magnitude of effect of empathy positively on customer satisfaction, customer repurchase intention and word-of-mouth, and negatively on customer complaining behaviour and price sensitivity. Customer satisfaction also significantly affects these customer loyalty and disloyalty dimensions. Research limitations/implications This research was conducted in the supermarket sector of only one country. Practical implications Insights have been provided to increase customer satisfaction and customer loyalty outcomes, and negate customer disloyalty outcomes, in the supermarket sector. Originality/value This study provides suggestions to supermarket executives regarding the significance of empathetic, customer-oriented behaviour by front-line supermarket service employees.

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Thielemann, Nadine, Regina Göke, and Zlatoslava Savych. "Motzen und Moral." Zeitschrift für Slawistik 66, no. 1 (March 30, 2021): 140–73. http://dx.doi.org/10.1515/slaw-2021-0007.

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Summary The paper analyses complaining behaviour at the workplace across several languages (French, German in Austria and in Germany, Polish and Russian). As speech acts, complaints deal with socially unacceptable actions that are brought up as problematic issues retrospectively. This may include critical evaluative assessment or the request for compensation. Data have been collected using an online discourse completion task (DCT) including discourse scenarios in which the power distance between the participants as well as the weight of the transgression/misconduct varied. The results show that complaining strategies vary along several dimensions (e. g. mention of transgression +/-, justification of complaint +/-, way in which a solution or compensation is requested). The observed differences in complaining strategies can be interpreted in terms of culture-specific ways in which the relationship at the workplace is conceived of. Despite the general restrictions of DCT as a method of data collection, we suggest utilizing data and results derived from their analysis in the context of courses of intercultural business communication and of business language courses.

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Tronvoll, Bård. "A dynamic model of customer complaining behaviour from the perspective of service‐dominant logic." European Journal of Marketing 46, no. 1/2 (February 10, 2012): 284–305. http://dx.doi.org/10.1108/03090561211189338.

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Moliner Velázquez, Beatriz, María Fuentes Blasco, Irene Gil Saura, and Gloria Berenguer Contrí. "Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant." Journal of Services Marketing 24, no. 7 (October 12, 2010): 532–45. http://dx.doi.org/10.1108/08876041011081087.

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Volkov, Michael, Debra Harker, and Michael Harker. "Complaint behaviour: a study of the differences between complainants about advertising in Australia and the population at large." Journal of Consumer Marketing 19, no. 4 (July 1, 2002): 319–32. http://dx.doi.org/10.1108/07363760210433636.

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Advertising expenditure has risen globally and in Australia there has been a 2.7‐fold increase in the last ten years. It is suggested that some advertisements may be “unacceptable”, that is, unfair, misleading, deceptive, offensive, false or socially irresponsible. This research is concerned with consumer behaviour and consumer complaint behaviour specifically in the area of advertising in Australia. The findings indicate that complainants are significantly different from the population at large. This research will afford the regulatory bodies a better understanding of the complaining public as well as educating marketing communications strategists in effectively reaching their target markets.

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Stříteský, Václav, Adriana Stránská, and Peter Drábik. "Crisis communication on Facebook." Studia Commercialia Bratislavensia 8, no. 29 (June 1, 2015): 103–11. http://dx.doi.org/10.1515/stcb-2015-0010.

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Abstract The aim of this paper is to present the issue of crisis communication under the newly created conditions of social media and evaluate the importance of social network site Facebook for crisis communication on the Czech market. The paper presents findings from a survey of Czech Facebook users. It examines the consumer complaining behaviour in the context of social media that can serve as a new platform to voice customer negative experiences. Differences between customers using traditional communications channels and those using social media platforms are identified and discussed.

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White, Lesley, and Venkat Yanamandram. "Why customers stay: reasons and consequences of inertia in financial services." Managing Service Quality: An International Journal 14, no. 2/3 (April 1, 2004): 183–94. http://dx.doi.org/10.1108/09604520410528608.

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This research investigated inertia in a financial‐services context, with particular focus on the reasons for consumers’ dissatisfaction and inert behaviour, and studied customers’ complaining behaviours and past and future inertia. The study utilised a two‐part methodology, including both qualitative and quantitative research. A total of 20 in‐depth interviews provided the preliminary data required for developing a questionnaire that was subsequently completed by 410 respondents. Determinants of dissatisfaction included the number and size of account fees, whilst determinants of inertia were the perception of similarity between financial institutions and the complexity, costs and time inherent in switching. Factors differentiating future inertia and future active customers included the type of account, length of time the account had been held, membership of a number of financial institutions, income and level of consideration given to changing financial institution.

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Kocoglu, Cenk Murat, and Merve Yildirim Kalem. "Research on the impact of perceived service fairness and price fairness on the complaining behaviour of restaurant customers." Pressacademia 9, no. 1 (March 30, 2020): 1–11. http://dx.doi.org/10.17261/pressacademia.2020.1188.

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Mabel, Birungi Komunda, Kibeera Francis, Munyoki Justus, and Byarugaba Jotham. "Improving customer complaining behaviour for loyalty in the services sector: A case of mobile telephone companies in Uganda." African Journal of Business Management 9, no. 12 (June 28, 2015): 521–30. http://dx.doi.org/10.5897/ajbm2014.7453.

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Laforest, Marty. "Complaining in front of a witness: Aspects of blaming others for their behaviour in multi-party family interactions." Journal of Pragmatics 41, no. 12 (December 2009): 2452–64. http://dx.doi.org/10.1016/j.pragma.2008.09.043.

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Ting, Poh Poh, Chee Hua Chin, and Winnie Poh Ming Wong. "The influence of attitude, customer loyalty, and past experiences on students' complaining behaviour: the moderating role of gender." International Journal of Business Innovation and Research 22, no. 1 (2020): 87. http://dx.doi.org/10.1504/ijbir.2020.10029109.

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Ting, Poh Poh, Winnie Poh Ming Wong, and Chee Hua Chin. "The influence of attitude, customer loyalty, and past experiences on students' complaining behaviour: the moderating role of gender." International Journal of Business Innovation and Research 22, no. 1 (2020): 87. http://dx.doi.org/10.1504/ijbir.2020.107084.

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Pandey, Shivendra Kumar. "Customer complaining behaviour and its consequences in the credit card industry: an empirical investigation in the developing Indian economy." International Journal of Indian Culture and Business Management 11, no. 1 (2015): 112. http://dx.doi.org/10.1504/ijicbm.2015.070256.

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Wilson-Mah, Rebecca. "How do you solve a problem like Lucinda?" CASE Journal 12, no. 1 (January 4, 2016): 71–87. http://dx.doi.org/10.1108/tcj-07-2015-0027.

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Synopsis A room attendant in a small hotel with approximately 63 employees undermines her supervisors and disregards authority in deliberate defiance of company policies, rules, regulations and procedures. Disrespect is shown in several behaviours that include interfering with the work of other employees, spreading rumours, gossiping to other room attendants and complaining about unfair treatment. Research methodology This case was field researched and the company and individuals are disguised. Relevant courses and levels This case is suitable for third- or fourth-year undergraduate students. Within human resource management it is suited for use in a course or series of classes on employee relations or performance management. The case could also be used for an organizational behaviour course to explore conflict and struggle in organizations and the range of passive and active resistance practices that occur. In this particular case the context of women and minorities working in low-skilled roles could be examined. Theoretical bases In advance of this case students should have a background in performance management theory and practice, disciplinary systems and practice and the behaviours associated with workplace resistance, insubordination and misconduct.

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Pečiulytė, Greta, Giedrė Jonušienė, Laurynas Žemaitis, and Darijus Skaudickas. "AN INTERACTION BETWEEN CHRONIC PROSTATITIS AND SEXUAL BEHAVIOUR." Health Sciences 30, no. 5 (September 21, 2020): 43–50. http://dx.doi.org/10.35988/sm-hs.2020.112.

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The aim of this study was to evaluate symptoms, sexual function, personality traits and peculiarities of sexual behaviour in men with chronic prostatitis. The study included men aged 20-45 (n=81). Investigation group included 24 men with chronic prostatitis and the control group included 52 generally healthy men. The surveys, which were not filled in properly, were excluded from the statistical analysis (n=5). All the participants completed the survey describing socio-demographic factors, chronic prostatitis symptoms (NIH-CPSI), sexual function (BMSFI) and personality traits (B5PQ). There have been found correlations between the influences of symptoms on everyday activities, sexual drive, overall satisfaction, problem assessment, neuroticism and the score of pain. Neuroticism trait differed between the investigation group (score – 18.88±5.32) and the control group (score – 15.39±4.83) (p=0.007). Odds ratio for suffering from chronic prostatitis (95% CI) was 5.077 (1.634-15.772) (p=0.005) of men having dominant neuroticism trait, 3.429 (1.176-9.994) (p=0.024) of men having ≤11 problem assessment score and 3.200 (1.124-9.113) (p=0.029) of men having overall satisfaction score. There masturbated 44.4% of men scoring ≥3 and 100.0% of men scoring for BMSFI overall satisfaction (in age group 35 to 44) (p=0.038). In this age group 100.0% of investigation group and 36.4% of control group masturbated (p=0.017). There are correlations between the symptoms of chronic prostatitis, sexual function, personal traits and peculiarities of sexual behaviour. Neuroticism is dominant trait among chronic prostatitis patients. Neuroticism, worse problem assessment and low satisfaction indicate higher chances of having chronic prostatitis. Men, aged 35-44 years, complaining of low satisfaction or being already diagnosed with chronic prostatitis are more tend to masturbate.

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Cuk, Vladimir, Slavica Knezevic-Usaj, Mile Ignjatovic, Zoran Kostic, Dino Tarabar, Bojan Kovacevic, Milena Scepanovic, and Damjan Slavkovic. "Giant esophageal fibrovascular polyp with clinical behaviour of inflammatory pseudotumor: A case report and the literature review." Vojnosanitetski pregled 71, no. 8 (2014): 784–91. http://dx.doi.org/10.2298/vsp130219058c.

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Introduction. Esophageal fibrovascular polyps are rare, benign, intraluminal, submucosal tumor-like lesions, characterized by pedunculated masses which can demonstrate enormous growth. The most frequent symptoms are dysphagia, vomiting and weight loss. Fibrovascular polyps with long stalks can regurgitate into the airways and cause asphyxia. Esophageal inflammatory pseudotumor is extremely rare lesion accompanied with various systemic manifestations as fever, anemia and thrombocytosis. Case report. We presented a 29-year-old man complaining of a long-lasting fever and dysphagia. He was found to have huge pedunculated submucosal tumor of esophagus, surgically completely resected. Histopathological examination showed that this giant tumor, 24 x 9 x 6 cm, was a fibrovascular polyp. The postoperative course was uneventful. The preoperative fever, anemia and thrombocytosis disappeared and did not recur in the postoperative course. Conclusion. We reported a patient with giant esophageal pedunculated tumor with clinical manifestations of inflammatory pseudotumor and histopathological picture of fibrovascular polyp, that we have not found described in the literature before.

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Aguilar-Rojas, Oscar, Carmina Fandos-Herrera, and Carlos Flavián-Blanco. "What may lead you to recommend and revisit a hotel after a service failure instead of complaining?" International Journal of Contemporary Hospitality Management 27, no. 2 (March 16, 2015): 214–35. http://dx.doi.org/10.1108/ijchm-06-2013-0265.

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Purpose – The purpose of this study is to determine how a failure in the treatment received by consumers influences their intention to revisit a hotel, to recommend a hotel or to complain to a third party. The authors analyse perceived interpersonal justice, the role played by past encounters and the influence of consumer gender in a hotel recovery process. Design/methodology/approach – Using experimentation methodology applied to the hotel sector, the authors present four scenarios in a 2 × 2 (interpersonal justice/no interpersonal justice, prior experience/no prior experience) design with a sample of 352 consumers. Findings – The results obtained highlight the importance of interpersonal justice in a situation of service failure and the influence that prior experience and gender exert in the context of the hospitality industry. The study provides empirical evidence that, in a service failure setting, behavioural intentions (word of mouth, third-party complaints and intention to revisit) are conditioned by three different consumer characteristics, one affective (perceived interpersonal justice of the service provided), one cognitive (knowledge as a result of prior experience) and one socio-demographic (gender, important because of the differences between male and female consumer behaviour). Originality/value – This study proposes using the social cognitive theory in a service recovery process within a hospitality industry context. This theory has been successfully exploited in different areas, but in marketing research (especially in studies about service failure and recovery), it has not been applied. However, its use in marketing is particularly interesting because, through the consideration of three variables (perceived interpersonal justice, prior experience and consumer gender), the service provider could obtain knowledge from consumers interactions to help develop a better and more successful recovery system.

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Quach, Thu Nguyen, Charles Jebarajakirthy, and Park Thaichon. "The effects of service quality on internet service provider customers’ behaviour." Asia Pacific Journal of Marketing and Logistics 28, no. 3 (June 13, 2016): 435–63. http://dx.doi.org/10.1108/apjml-03-2015-0039.

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Purpose – The purpose of this paper is threefold: first, to identify the dimensions for evaluating the service quality of internet service providers (ISPs); second, to investigate the relationship between service quality and customers’ behavioural intentions; and third, to investigate the influence of ISP customers’ usage patterns on their perceptions of ISP’s service quality dimensions. Design/methodology/approach – The study employs a sequential exploratory mixed method design incorporating quantitative and qualitative elements. Data in Study 1 was obtained from 2,059 internet users using an online survey. The relationships between the constructs of the proposed conceptual model were tested using structural equation modelling and the bias corrected bootstrapping technique. Also, the moderating effect of internet usage was examined. Study 2 featured 30 in-depth interviews with internet users. Findings – The findings reveal that dominant service quality dimensions for ISPs were network quality, customer service, information quality and privacy. The contribution of these factors to overall service quality was moderated by the internet usage. Results of Study 2 indicate that most respondents with heavy usage found network quality indifferent among ISPs and demonstrated hesitation in direct contact with customer service, making information support the most significant dimension. Additionally, service quality directly influenced customers’ complaining and switching intention. It was clarified in Study 2 that intention to continue the contract also depended on factors such as switching barriers, value and promotional offers. Originality/value – This study is original in that it is among the first studies to attempt to investigate the dimensions of an ISP’s service quality, and its influence on ISP customers’ behaviours. An additional contribution of the study stems from the incorporation of a sequential explanatory mixed methods approach.

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Savolainen, Reijo. "Levels of critique in models and concepts of human information behaviour research." Aslib Journal of Information Management 73, no. 5 (August 19, 2021): 772–91. http://dx.doi.org/10.1108/ajim-01-2021-0028.

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PurposeTo elaborate the nature of critique presented in the models and concepts of human information behaviour (HIB) research by identifying the issues to which the critique is directed and the ways in which the critique is conducted.Design/methodology/approachConceptual analysis focusing on 58 key studies on the topic. First, the objects and ways of conducting the critique were identified. Thereafter, three levels of depth at which the critique is conducted were specified. The conceptual analysis is based on the comparison of the similarities and differences between the articulations of critique presented at these levels.FindingsAt the lowest level of depth, critique of HIB research is directed to the lack of research by identifying gaps and complaining the neglect or paucity of studies in a significant domain. At the level of critiquing the shortcomings of existing studies, the attention is focused on the identification and analysis of the inadequacies of concepts and models. Finally, constructive critiques of research approaches dig deeper in that they not only identify weaknesses of existing studies but also propose alternative in which the shortcomings can be avoided, and the conceptualizations of HIB enhanced.Research limitations/implicationsAs the study focuses on critiques addressed to HIB models and concepts, the findings cannot be generalized to concern the field of Library and Information Science (LIS) as a whole. Moreover, due to the emphasis of the qualitative research approach, the findings offer only an indicative picture of the frequency of the objects critiqued in HIB research.Originality/valueThe study pioneers by providing an in-depth analysis of the nature of critiques presented in a LIS research domain.

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Dellaportas, Dionysios, Thomas Kotsis, Eleni Carvounis, and Lazaros Samanides. "Leiomyoma of the Greater Saphenous Vein Mimicking Inguinal Lymphadenopathy." Case Reports in Surgery 2013 (2013): 1–2. http://dx.doi.org/10.1155/2013/237391.

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Introduction. Leiomyoma is a benign vascular tumor affecting the greater saphenous vein rarely. Proper histopathological examination sets the diagnosis after complete and wide surgical excision along with a normal portion of the GSV.Case Presentation. A 36-year-old woman was admitted to our hospital complaining of a dull ache on her right groin for the last three months, along with a palpable mass on the mentioned area. An ultrasound (U/S) scan revealed a solid mass measuring3×2 cm. After wide surgical excision, pathological examination revealed a leiomyoma of the GSV.Discussion. Benign and mostly malignant tumors arising from the GSV are reported in the literature before. Diagnostic modalities and clinical examination cannot set a correct diagnosis preoperatively due to no specific characteristics of these tumors. Possible sarcomatous behaviour has to be kept in mind when treating tumors arising from a vessel wall and wide surgical excision as negative margins should be attempted.

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Adelman, Daniel. "An Efficient Frontier Approach to Scoring and Ranking Hospital Performance." Operations Research 68, no. 3 (May 2020): 762–92. http://dx.doi.org/10.1287/opre.2019.1972.

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For many years, stakeholders have been complaining about how hospital scores are computed in the Centers for Medicare and Medicaid Services (CMS) hospital star ratings. In “An Efficient Frontier Approach to Scoring and Ranking Hospital Performance,” author Dan Adelman shows how the current system can lower the scores even of hospitals that improve along every quality measure. He proposes a new approach, based on an optimization framework, that he proves does not exhibit this behaviour, and thus creates better incentives for hospitals to improve. The approach scores hospitals as closely as possible to the best scoring hospital on the efficient frontier of hospital performance, under the same measure weights. It is flexible enough to incorporate constraints that represent stakeholder interests, such as giving higher weight to measures that impact more people. Using this new approach, he computes new scores for nearly every hospital in the United States and shows that there are significant differences with the current CMS hospital star ratings.

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Manzoor, Anam, Muhammad Rizwan, Mehak Nazir, and Nadia Perveen. "Complaining Behavior: The effect of different factors on Consumer Complaining Behavior." Journal of Public Administration and Governance 3, no. 3 (August 15, 2013): 203. http://dx.doi.org/10.5296/jpag.v3i3.6218.

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Purpose: The aim of this paper is to comprehensively understand the determinants who affect the customer intention to complain to firm through an integrated model and also the effect of those determinants on the complaint intention and the relationship of those intentions with the complaining behavior.Design/Approach/Methodology: A quantitative research method was used based on self administered questionnaire with a sample size of 171 participants collected by using convenience sample and the results were tested through regression analysis.Findings/Results: The results shows that the complaining intention and attitude towards complaint have a significant relationship with complaining behavior while prior experience and controllability to complain have an insignificant relationship with complaining behavior. Attitude towards complaint and perceived possibility of success have a significant relationship with intention to complain. The antecedent prior experience has a significant relationship with perceived possibility of success and an insignificant relationship with attitude towards complaint. The variable controllability to complaint has a significant relationship with both perceived possibility of success and attitude towards complaint while Perceived alienation has a significant relationship with perceived possibility of success but insignificant relationship with attitude towards complaint.Limitations and recommendations: This study is conducted on a small level with small sample size. Due to which there are some insignificant relationships which can be prove as significant relationship if the sample size is large. A limited number of variables are discussed in this article. Other researchers can elaborate other variables affecting complaining behavior e.g. word of mouth, level of dissatisfaction etc.

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Yoke, Lee Bee. "Interrelationship between Perceived Instructor Power, Student Dissatisfaction, and Complaint Behaviors in the Context of Higher Education." International Education Studies 11, no. 7 (June 28, 2018): 12. http://dx.doi.org/10.5539/ies.v11n7p12.

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Instructor is granted with some basic forms of power to influence student behaviors. Students tend to perceive themselves in an inferior position due to the power imbalance between instructors and students. Therefore, this paper aims to explore the interrelationships between perceived instructor power, student dissatisfaction and complaint behaviors in the context of higher education. The present study employed quantitative research methodology using survey questionnaire to collect data. Results from structural equation modeling indicated that students are more likely to engage in private complaining behavior and third party complaining behavior when instructor exhibited legitimate power, while perceived referent power is more associated with voice and third party complaining behavior. It was also noticeable that the student dissatisfaction can mediate the power-complaining behavior link. This research can be practically applied in the higher education institutions on how certain power bases can lead to student dissatisfaction and modes of complaining.

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East, Robert. "Complaining as planned behavior." Psychology and Marketing 17, no. 12 (2000): 1077–95. http://dx.doi.org/10.1002/1520-6793(200012)17:12<1077::aid-mar4>3.0.co;2-w.

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Nazim, Ahsan Mohamed, Ismael AbuJarad, Mohamed Sulaiman, and Ibrahim bin Hamzah. "Malaysians’ awareness towards legal metrology and Weights and measures act, 1972." International Journal of Ethics and Systems 35, no. 4 (November 11, 2019): 617–31. http://dx.doi.org/10.1108/ijoes-01-2019-0003.

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Purpose The purpose of this study is to examine the level of awareness of the public about Weights and Measures Act, the awareness of Metrology Corporation Malaysia (MCM) services such as verification sticker and the awareness about ways to file a complaint by the public. Design/methodology/approach A quantitative research methodology survey was used to collect data. The quantitative collected data were analysed to achieve the objectives of this study. Findings The results of this study showed a low awareness level of the general public, especially non-stakeholders, knowledge, attitude and actual behaviour about the work of verification and re-verification and checking for verification sticker as well as ways of complaining if the instrument is not verified. In addition, the number of stakeholders working in the legal metrology area was high and Facebook was one of the most preferred media by the public to get awareness messages. Research limitations/implications It is recommended for other researchers to enlarge the sample size and implement the study on more companies in the industry. Practical implications The findings of this study revealed that public awareness, knowledge and intention have significant and positive relationship with actual behaviour of the public and that awareness, knowledge and actual behaviour among the non-stakeholder were low compared to the stakeholder. The results also enriched the stakeholders in legal metrology for improving public awareness, knowledge and actual behaviour toward the legal metrology and Wight and Measure Act, 1972. Social implications This study shows that Facebook was one of the most preferred media by the public to get awareness messages. This reflects the important role that social media plays. This is useful to the companies because it helps them understand the preferences of public in the society. In addition, the results of this study are useful to the decision-makers in the industry, which is expected to impact the performance of such companies. Originality/value This study is among the few studies conducted in the Malaysian context.

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LINDEN, M., T. BÄR, and B. GEISELMANN. "Patient treatment insistence and medication craving in long-term low-dosage benzodiazepine prescriptions." Psychological Medicine 28, no. 3 (May 1998): 721–29. http://dx.doi.org/10.1017/s0033291798006734.

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Background. Long-term low-dosage dependence on benzodiazepines is traditionally explained by withdrawal symptoms. Previous research has not given much attention to reports that suggest that many patients oppose stopping benzodiazepines long before withdrawal symptoms have developed. This study investigates the scope of and factors associated with this pre-withdrawal treatment insistence.Methods. Patients receiving long-term low-dosage benzodiazepines in primary care were asked to take a drug-holiday of at least 3 weeks. Sociodemographic, medication, morbidity and attitudinal variables were assessed in addition to the GPs' perceptions of their patients.Results. Two-thirds of the patients rejected the drug-holiday proposal. Patients who refused a drug-holiday were less educated and were using a higher percentage of long-acting benzodiazepines than patients who accepted the drug-holiday proposal. Those who refused were seen by their GPs as being more complaining, harder to satisfy and less co-operative.Conclusions. These results provide evidence for drug-seeking or craving behaviour of patients who receive low-dosage benzodiazepine prescriptions. A major problem in benzodiazepine withdrawal occurs before the withdrawal programme has even begun. These data show that benzodiazepine low-dosage dependence should be considered a real form of dependence.

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Khadir, Fezeena, R. Swamynathan, and A. Mansur Ali. "Antecedents of Inpatient Complaining Behavior." Studies on Ethno-Medicine 10, no. 3 (June 2016): 325–35. http://dx.doi.org/10.1080/09735070.2016.11905504.

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Alicke, Mark D., James C. Braun, Jeffrey E. Glor, M. L. Klotz, Jon Magee, Heather Sederhoim, and Robin Siegel. "Complaining Behavior in Social Interaction." Personality and Social Psychology Bulletin 18, no. 3 (June 1992): 286–95. http://dx.doi.org/10.1177/0146167292183004.

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Lerman, Dawn. "Consumer politeness and complaining behavior." Journal of Services Marketing 20, no. 2 (February 2006): 92–100. http://dx.doi.org/10.1108/08876040610657020.

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Kaczor, Dariusz. "Dyscyplinowanie społeczne w szpitalach elbląskich w XVII w.Dyscyplinowanie społeczne w szpitalach elbląskich w XVII w." Studia Historica Gedanensia 11 (2020): 189–214. http://dx.doi.org/10.4467/23916001hg.20.010.13616.

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Social disciplining in Elbing hospitals in the 17th century The article undertakes the problematics of rules and range of social disciplining and forming a proper model of behaviour attempted by the city authorities in the instance of urban hospitals in Elbing (Elbląg) of the 17th century. The following ordinances for the 17th century Elblag hospitals have been analysed in that respect: St. Elisabeth’s from 1617, 1625 and 1651, the Holy Spirit’s from 1631 and 1651 (including the project from around the half of the 17th century), Corpus Christi’s from 1651 and St. George’s from 1657, as well as the ordinance of an orphanage established at St Elisabeth hospital (Kinder‑Haus) from 1698 and two memorial statements of the Hospital Office (Spital‑Amt) dated around the half of the 17th century containing postulates referring to the necessity of introducing changes in the current hospital ordinances. In effect, various forms of disciplining as well as mechanisms of maintaining social control have been discussed, which comprise the following aspects: 1. forming religious attitudes conforming with the spirit of Lutheran orthodoxy (doctrinal assumptions, religious education basics); 2. disciplining through compulsory religious practices; 3. disciplining through social hierarchy consolidation (prayers in the intention of the City Council, respect for principal authorities, ban on cursing on the authorities or reprimanding alms, complaining about hospital food); 4. disciplining through enforced work; 5. disciplining abnormal moral behaviour (drunkenness, fornication, theft, fraud, gambling); 6. controlling verbal, symbolic or physical aggression; 7. time rationing (strictly normalised day schedules) and space rationing (ban on leaving the hospital, maintaining cleanness in the occupied quarters); 8. shaping expected features of character (godliness, obedience, the ability of coexisting in a group); 9. disciplining verbal behaviour (ban on swearing, making noise, gossiping, disturbing religious practices by talking) and behavioural patterns (ban on dancing and binges). Also, the system of penalty sanctions issued by hospital authorities against people breaking the ordinance rules has been analysed; moreover, an attempt to reconstruct the hierarchy of social harmfulness of misdemeanours depending on the type of penalties has been undertaken.

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Judd, Keziah, and Patricia Easteal. "MEDIA REPORTAGE OF SEXUAL HARASSMENT: THE (IN)CREDIBLE COMPLAINANT." Denning Law Journal 25, no. 1 (September 26, 2013): 1–17. http://dx.doi.org/10.5750/dlj.v25i1.775.

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Studies of court and conciliation decisions about credible complainants and legitimate sexual harassment. In determining what is reasonable and indeed in assessing whether behavior was sexual and unwelcome and resulted in humiliation, it is often the complainant’s identity, history and behaviour that are scrutinised and evaluated by conciliators and judicial officers. Youth can enhance credibility if the alleged harasser is older. Also, credible victims fight back, report immediately, are consistent in their evidence, are able to particularise and testify either in a non- aggressive and not too ‘smart’ manner or make an argumentative presentation coupled with confidence. Judicial commentary about the complainant’s relationships, dress and attitudes to sexuality is a chilling echo of Catharine MacKinnon’s 1979 observation that sexual harassment was often dismissed as “trivial, isolated, and ‘personal,’ or as universal ‘natural’ or ‘biological’ behaviours…

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Hunt, H. Keith. "Consumer Satisfaction, Dissatisfaction, and Complaining Behavior." Journal of Social Issues 47, no. 1 (April 1991): 107–17. http://dx.doi.org/10.1111/j.1540-4560.1991.tb01814.x.

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Stilwell, Nicholas C., and Michael J. Salamon. "Complaining Behavior in Long-Term Care." Clinical Gerontologist 9, no. 3-4 (July 4, 1990): 77–90. http://dx.doi.org/10.1300/j018v09n03_05.

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Szerszunowicz, Joanna. "Typowy Janusz and Bad Luck Brian: On meme characters from a cross-linguistic and cross-cultural perspective." European Journal of Humour Research 6, no. 2 (June 23, 2018): 3. http://dx.doi.org/10.7592/ejhr2018.6.2.230.szerszunowicz.

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The Poles’ observations regarding the reality of the last decades motivated the creation of certain meme characters deeply set in the Polish culture and reflecting the new social phenomena which have come into existence recently. The examples of such persons include the characters named Janusz, Grażyna, Seba and Karyna. Previously, the names had no connotative potential and they were not used as components of idiomatic expressions. In the modern Polish, the names function as labels evoking many features (personality, given intellectual potential, appearance, stereotypized behaviour etc.). For instance, Janusz is a man in his fifties, with a beer belly and reddish face, unattractive, with very limited knowledge in a field in which he himself considers to be an expert, complaining and stressing that life was much better in communist times, wearing unfashionable clothes, putting on sandals and white socks. It is worth adding that because of the connotations, the name is used in the expression typowy Janusz/janusz and in the construction Janusze/janusze + a discipline/area of activity, e.g. janusze biznesu. Both in informal communication and in the journalese discourse, their belonging to labels is of importance – the names evoke complex pictures. As culture-bound items, such units are interesting from a cross-linguistic and cross-cultural perspective. They will be analyzed and compared with the character of the English-language Bad Luck Brian memes.

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Li, Zongchao. "From power to punishment: consumer empowerment and online complaining behaviors." Internet Research 29, no. 6 (December 2, 2019): 1324–43. http://dx.doi.org/10.1108/intr-05-2018-0232.

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Purpose The purpose of this paper is to examine how psychological empowerment affects individuals’ likelihood of publicly punishing a company with whom they had unsatisfactory experiences through online complaining behaviors. Design/methodology/approach A 3 (intrapersonal empowerment: high/low/control) by 3 (interactional empowerment: high/low/control) online experiment was designed using the priming technique. Following the priming tasks, participants were given a scenario in which a restaurant failed their expectations followed by dependent and control measures. Findings Results revealed a significant main effect of interactional empowerment: participants in the low interactional empowerment condition reported being less likely to engage in the revenge-motivated online public complaining behaviors than participants in the control condition. The study also found a significant interaction effect between interactional and intrapersonal empowerment. Practical implications The study findings yield practical application for crisis management and relationship management. Understanding the linkage between power and online complaining behaviors should help corporate communication professionals to better perform risk assessment, environmental scanning and crisis communication and management. Originality/value Limited empirical studies have investigated the linkage between empowerment and online complaining behaviors in the consumer context. The present study fills this gap by conceptualizing online public complaining as a revenge-motivated behavior. The study yields both theoretical and practical implications.

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Yuksel, Atila, UgurK Kilinc, and Fisun Yuksel. "Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviours." Tourism Management 27, no. 1 (February 2006): 11–24. http://dx.doi.org/10.1016/j.tourman.2004.07.007.

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Balaji, M. S., Subhash Jha, and Marla B. Royne. "Customer e-complaining behaviours using social media." Service Industries Journal 35, no. 11-12 (July 3, 2015): 633–54. http://dx.doi.org/10.1080/02642069.2015.1062883.

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FitzPatrick, Mary, Janet Davey, and Lijuan Dai. "Chinese students' complaining behavior: hearing the silence." Asia Pacific Journal of Marketing and Logistics 24, no. 5 (November 2, 2012): 738–54. http://dx.doi.org/10.1108/13555851211278349.

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Journal articles on the topic 'Complaining behaviour'

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