Relevant bibliographies by topics / Complaint

Academic literature on the topic 'Complaint'

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

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Journal articles on the topic "Complaint"

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

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Purpose Online consumer complaint behaviour that is observable to other consumers provides the firm with an opportunity to demonstrate transparency and service quality to the public eye. The purpose of this paper is to assist practitioners with a strategy to increase perceived accommodativeness in complaint management on social media and reduce the social risk associated with online consumer complaint behaviour using a social exchange theory perspective. Design/methodology/approach Six online experiments with 1,350 US Facebook users were conducted to investigate the effect of supportive and non-supportive virtually present others, and employee intervention on a consumer’s choice to complain, likelihood to make an observable complaint (on the Facebook page) and likelihood to make a non-observable complaint (via Facebook Messenger). The mediating role of perceived accommodativeness and subsequent social risk is also examined. Findings Supportive comments made to the complainant by virtually present others were found to influence participants’ decision to complain, heighten participants’ likelihood to complain about the Facebook page and reduce their likelihood to complain via Facebook Messenger. This effect was reversed in the presence of non-supportive virtually present others and was explained by perceived social risk. Further, a participant’s likelihood to complain about the Facebook page was increased when an employee intervention was directed at a non-supportive comment made to a complainant, by a virtually present other. This effect was explained by the perceived accommodativeness of the employee interaction. Research limitations/implications The findings advance research on online consumer complaint behaviour by investigating how employee intervention can be used to increase the likelihood of an observable complaint. This research is limited in that it does not incorporate individual characteristics, such as introversion/extroversion and propensity to respond to peer pressure, which may affect participant responses. Practical implications This research shows that perceptions of social risk are most effectively reduced by employee intervention directed at a non-supportive comment (made to a complainant) of a virtually present other. Consumer complaint management strategies aimed at minimising perceptions of social risk and encouraging observable online complaint behaviour are proposed. Originality/value This research extends the consumer complaint behaviour taxonomy by introducing the term “observable complaining”, that is, visible complaints made on a Facebook page, and broadens understanding of the organisation’s role in managing non-supportive virtually present others to assuage perceptions of social risk in potential complainants.
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Karafoti, Eleni. "Attending to a possible complaint." Journal of Language Aggression and Conflict 7, no. 2 (September 24, 2019): 269–92. http://dx.doi.org/10.1075/jlac.00030.kar.

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Abstract Taking into account that people are reluctant to engage in a conflictual interaction but also that the recognition and interpretation of a complaint is very much contingent on the discourse in which it appears, the present paper adopts a conversation analytic perspective and studies complaints in ordinary conversation. In terms of politeness research, complaints are characterized as ‘face threatening acts’, with the analysis focusing either on the mitigation strategies the complainer may employ or on the description of the acts that are at the complainee’s disposal. From a wider perspective, the most prominent feature of complaints is that they transform an individual’s trouble into an acknowledgeable interpersonal problem. The present research focuses on complaints addressed to participants in the on-going interaction (direct complaints), explicating instances where members themselves reveal their understanding of the complaint. Special attention is given to the mitigation and accounting practices a complainee employs, i.e. noticings, anticipatory apologies and (preemptive) accounts, which all aim to withhold the disaffiliative complaint. Through these practices, not only does the candidate complaint-recipient mitigate the impact of his/her accountability but also third party participants attempt to avoid the delivery of the complaint. The data of the study consist of 20 audio-recorded conversations between friends and relatives and are drawn from the Corpus of Spoken Greek of the Institute of Modern Greek Studies.
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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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Mingqiang, Zhou. "Abstracts of the Chinese papers in English." Chinese as a Second Language Research 4, no. 1 (May 1, 2015): 137–40. http://dx.doi.org/10.1515/caslar-2015-0008.

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Pragmatic function and cognitive characteristics of discourse markers of complaintsDiscourse markers of complaints, mainly including ‘zhēnshì/yě zhēnshì’ (‘really / is really’), ‘zhēnshìde /yě zhēnshìde’ (‘really / is really’), ‘hébì ne’ (‘why bother’), ‘hékǔ ne’ (‘why bother’), ‘zhìyù mā’ (‘need you …’), ‘nǐ kàn nǐ’ (‘look at you’), ‘bù shì wǒ shuō nǐ’ (‘I want to remind you’), ‘bù shì wǒ V nǐ’ (‘I want to VERB you’), ‘kàn / qiáo nǐ shuōde’ (‘well, listen to you’), ‘nǐ zhè ge / zhè zhǒng rén a’ (‘oh, the likes of you’), ‘zài zěnme shuō’ (‘anyway’), etc., express complaint feelings.The pragmatic frame of discourse markers of complaints includes WHOM, WHY and WHAT, among which WHOM and WHAT are two vital factors. People usually complain in three cases: first is to complain behind the back of an interlocutor, which is graver than the second, to complain face to face; third is to complain about oneself, which is usually in a light way or just to boast with sly humor. The cause of complaints is sometimes identical to the content to be complained about, including complaining interlocutors’ behavior and its consequences, interlocutors’ thought and speech, among which the complaints about interlocutors’ behaviors and its consequences are more common than the complaints about interlocutors’ thought and speech. Different discourse markers of complaints might intensify, weaken or even alleviate the complaining feelings. Depending on different complaining interlocutors and the content to be complained about, the speakers choose corresponding discourse markers of complaints to make the complaining content fit their feelings. The sentiments of complaints can be classified into following categories: the first is a self-compliment, a false complaint concealing actual praise; the second is caring displeasure, a tender complaint with sympathy, friendliness and affection to remind the addresser of inappropriateness; the third is blaming in different degrees, a complaint of criticism with an excuse in a stern tone, or that of disapproval with no excuse in the same tone, or that of mocking in a teasing tone, as well as that of self-reproach, of persuasion, of rejection, of marked ellipsis with no gist and ground of the blame, etc. The sentiments of complaint may be expressed with the marked speech with criticism and blame at the fore, while the marked speech is indispensible from the changeable context of complaints due to a wide variety of complainees.The objects to be complained about can be the interlocutors, the speaker him/herself and the facts. When the object to be complained about is the interlocutor, the speaker may complain to them face to face, or behind their back; when an object to be complained about is facts, the complaints will be with a lighter tone, and only with comments and descriptions on the facts; when the object to be complained about is the speaker him/herself, the complaints will be with lightest tone. The discourse markers of complaints are usually used in the negative contexts, mainly by 4 means: first is to use negative sentences, second is to use contrast expressions, third is to use rhetorical questions, fourth is to use some other special expression, such as Chinese idioms ‘duì niú tán qín’ (‘play the lute to a cow’), ‘diū rén xiàn yǎn’ (‘disgraced’) etc., or commentary adverbs, such as ‘chàdiǎner’ (‘almost’), ‘jiǎnzhí’ (‘simply’), ‘lǎoshì’ (‘always’), ‘hébì’ (similar to ‘why must...’)，or sentence constructions with negative connotation, such as ‘lián…dōu’，‘gēnběn bù…’，‘yě tài…’ etc. When discourse markers are used in the negative contexts, the scale of complaining tone is like this (from heavy to light): rhetorical question sentence ＞ negative sentence ＞ contrast sentence ＞ other sentence.To choose the right discourse markers of complaints, the speakers must correctly understand the functions of the corresponding discourse markers. Meanwhile, listeners can catch the speakers’ real implication by seizing the characteristics of the discourse markers of complaints.The discourse markers of complaints can be researched in terms of the following aspects: the impacts of contexts, the common and distinct functions of the complaint markers, and the convergence of cognition on the pragmatic function.
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Bingham, June. "A Complaint against Complaints." Annals of Internal Medicine 138, no. 1 (January 7, 2003): 73. http://dx.doi.org/10.7326/0003-4819-138-1-200301070-00017.

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Humphreys, John S., Terri A. Meehan-Andrews, Judith A. Jones, Lynn D. Griffin, Bethia A. Wilson, and Karly B. Smith. "How do rural consumers contribute to quality assurance of health services?" Australian Health Review 29, no. 4 (2005): 447. http://dx.doi.org/10.1071/ah050447.

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Objective: To investigate the reasons for complaint or non-complaint by rural consumers of health services. Design: Qualitative study using focus group discussion of hypothetical scenarios. Setting: Selected rural communities in the Loddon- Mallee region of north-western Victoria. Participants: Sixty volunteer participants in eight focus groups recruited through advertising. Main outcome measure: Issues and themes concerning circumstances leading to, and factors inhibiting, complaints about a health service and awareness of complaints mechanisms. Results: Compared with residents of larger towns, those of small communities were more likely to report they would complain to the local provider, whereas those in larger towns were more likely to mention Hospital Boards or the Commissioner. Deterrents to making complaints included the lack of services, scepticism about the role of complaints in bringing about change and an attitude that it was more appropriate to try to fix the problem than complain about it. Lack of awareness of appropriate complaint mechanisms which feed into quality assurance processes was also identified.
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SMILANSKY, SAUL. "The Paradox of Moral Complaint." Utilitas 18, no. 3 (August 21, 2006): 284–90. http://dx.doi.org/10.1017/s0953820806002044.

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When may someone complain, morally? And what, if any, is the relationship between legitimate moral complaint and one's own behaviour? I point out a perplexity about a certain class of moral complaints. Two very different conceptions of moral complaint seem to be operating, and they often have contrary implications. Moreover, both seem intuitively compelling. This is theoretically and practically troubling, but has not been sufficiently noticed. The Paradox of Moral Complaint seems to point to an inherent difficulty in our reflective moral intuitions. Given the legislative nature of moral agency, the plausible limitations upon reasonable moral complaint seem to contradict the inviolability of central moral constraints and the complaints they allow. In the sort of cases under discussion, morality seems at once both to insist upon the possibility of moral complaint, and to deny it.
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Sulistyowati, Endah, and Danny Wibowo. "Consumer Complaint Behavior (CCB) of Jombang Health Card (KJS) for increasing health facility service." Journal of Economics, Business & Accountancy Ventura 18, no. 1 (June 2, 2015): 121. http://dx.doi.org/10.14414/jebav.v18i1.388.

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The purpose of this study is to see and assess why they complaint, how to make complaints and alternative for patients complain KJS (Jombang Health Card) users, as such information from various forms of complaint can be used to improve health care strategy hospital. This is an exploratory and qualitative research using Focus Group Discussion (FGD) towards 20 people. It was found that the reason KJS users complain services is due to factors that include poor service, poor facilities, the be-ginning of a long process and product factors include: the availability of drugs, limited room space and time limits hospitalization. The second factor is a fatal loss, allowing participants to have a longer hierarchy levels due to passing through a more complicated procedure. Complaints and personality types of participants affect the nature of the expectations expressed through the submission of a complaint. The results include the results of the settlement of complaints received by the partici-pants, and satisfaction evaluation with the settlement. Generally poor service stimu-lates participants to convey a simple complaint in connection with suggestions or criticism to improve services and hospital management.
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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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Kuster-Boluda, Amparo, Natalia Vila Vila, and Ines Kuster. "Managing international distributors’ complaints: an exploratory study." Journal of Business & Industrial Marketing 35, no. 11 (April 4, 2020): 1817–29. http://dx.doi.org/10.1108/jbim-11-2018-0336.

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Purpose Complaint management is at the heart of customer relationship management. While many studies have analyzed a client’s complaint behavior in business-to-business (B2B) relationships, there is a lack of research in the study of complaints by distributors from different countries. The purpose of this paper is to explain the following two main objectives: to analyze if the complaint management strategy of a manufacturer varies depending on the type of international distributor used (indirect exporters, direct exporters and commercial subsidiaries); and to analyze the potential effects of complaint management on the satisfaction and fidelity of distributors and the quantity of complaints that they put. Design/methodology/approach A stratified probabilistic sampling method was used, dividing the entire population of distributors of a leading Spanish manufacturer into three different groups. In total, 79 valid responses were obtained as follows: 24 per cent from indirect exporters (organizational commitment Grade 1), 68 per cent from direct exporters (organizational commitment Grade 2) and 8 per cent from commercial subsidiaries (organizational commitment Grade 3). Partial least squares were used to analyze the proposed relationships. Findings The results have confirmed that the procedure for resolving the complaint and its length (resolution time) depends on the seriousness of the complaint (the type of complaint). In turn, the resolution of the complaint influences the satisfaction of the vendor and the latter will influence its fidelity. Regarding the number of complaints, those distributors with the highest number of complaints satisfactorily resolved are those who remain loyal to the company. On the contrary, it is not possible to affirm that the type of distribution channel affects the types of complaints that are presented. Different kinds of distributors of the same manufacturer (indirect exporters, direct exporters and commercial subsidiaries) complain equally. In addition, those whose complaints take longer to resolve are not significantly less satisfied. Even more, low-satisfied distributors will present more complaints than the most satisfied ones. Originality/value First, this study investigates if different kinds of distributors with different international commitments (indirect exporting, direct exporting and commercial subsidiary) behave differently in terms of claims and complaints. Second, this paper analyzes the role of complaint management in international B2B relations to improve distributors' satisfaction and loyalty; but considering the join impact of three dimensions of a successful complaint management strategy that literature usually has examined separately as follows: what (the type of complaint), how it is resolved (management procedure) and when it is closed (duration).
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Dissertations / Theses on the topic "Complaint"

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Yuen, Chi-chung Laurence, and 袁志聰. "Complaints against Hong Kong police: who are the complainees and why complained?" Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2000. http://hub.hku.hk/bib/B31979208.

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Tronvoll, Bård. "Customer Complaint Behaviour in Service." Doctoral thesis, Karlstad University, Service Research Center, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-1625.

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It is vital for every service provider to get feedback from its customers.

This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and make it easy for them to complain.

Scholarly knowledge about complaint behaviour gives the service provider valuable insight about service problems and how to improve e.g. service offerings, service processes and interactions, to increase customer satisfaction, loyalty and profit. For that reason it is argued that customers who have an unfavourable service experience should be encouraged to complain, because if not, the provider risks losing the customer and thus future revenue.

Previous research within complaint behaviour has mainly focused on the static description of motivation, antecedents, or the outcome response of complaint behaviour. The research has mainly explored different features linked to the market, the provider, the service and/or individual customer’s issues. To learn more about the customer’s complaint behaviour there is a need to take a dynamic and processual approach. This may help providers to serve customers more correctly and prevent unfavourable service experiences.

The main aim of this dissertation is to enhance the knowledge of the dynamic behavioural processes in customer complaint behaviour. The dissertation will contribute to conceptualise different aspects of customer complaint behaviour. In addition, the dissertation will give an empirical grounded understanding of contextual and emotional aspects that may help to recognize the complexity of the complaint behaviour process.

The contribution is a portrayal of different models describing the dynamic process of complaint behaviour including a new customer complaint behaviour model. Customer complaint behaviour is viewed as action and reaction - as a dynamic adjustment process that occurs during and/or after the service interaction, rather as a post-purchase activity. In order to capture these adjustments, a new conceptual complaint model is suggested which holds three thresholds for complaint behaviour and emphasis three different behavioural categories in the complaint process. Further, the dissertation gives an explanation of contextual and emotional issues that influence the complaint behaviour. The dissertation also includes an epistemological framework to anchor the paradigmatic belongings of service research as a basis for the design of studies in the area of customer complaint behaviour.

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Mukherjee, Indraneel. "Edmund Spenser and the complaint." Thesis, University of Cambridge, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.621677.

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Tronvoll, Bård. "Customer complaint behaviour in service /." Karlstad : Faculty of Economic Sciences, Communication and IT, Business Administration, Karlstads universitet, 2008. http://www.diva-portal.org/kau/abstract.xsql?dbid=1625.

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de, Klerk Marisa Janette. "The effect of consumers' personal values and attitudes towards appliance retailers' complaint handling on their complaint behaviour." Diss., University of Pretoria, 2016. http://hdl.handle.net/2263/60799.

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Consumer complaint behaviour research in transitional and emerging countries, including South Africa, is still in its infancy stage. The vast changes to the South African consumer landscape along with the socio-political changes and the multicultural population's ongoing cultural changes necessitate the monitoring of changes in personal values. However, very little research has been done in South Africa regarding consumers' personal values. The effect of personal values on complaint behaviour in a South African context has also not yet been explored. As an extension of the social adaptation theory, several researchers have proposed a value-attitude-behaviour (VAB) hierarchy model (Homer & Kahle, 1988; Cai & Shannon, 2012) in order to explain the relationship between values and behaviour. The model proposes that causality flows from abstract values, through mid-range attitudes, to specific behaviours (Homer & Kahle, 1988; Hayley, Zinkiewicz & Hardiman, 2014); that is, values influence behaviour indirectly through attitudes. While the VAB model has been confirmed in a variety of consumer behaviour contexts, it has not yet been explored in a South African complaint behaviour context. This study therefore used social adaptation theory and the VAB model as theoretical framework to determine the effect of consumers' personal values and attitudes towards appliance retailers' complaint handling on their consumer complaint behaviour in the South African context. In addition, the relationships between demographic variables and personal values and also between demographic variables and consumer complaint behaviour were explored. A survey was administered to consumers who were dissatisfied with the performance of a major household appliance within a four-year memory recall period. Data was collected via a self-administered questionnaire measuring personal values with Kahle's (1983) List of Values (LOV) and attitudes toward appliance retailers' complaint handling, using an adapted version of Keng, Richmond and Han's (1995) "Attitudes toward businesses" scale. Convenience sampling and snowball sampling were employed in Tshwane, a major metropolitan area of South Africa, which generated 361 usable questionnaires. Exploratory factor analysis revealed three value dimensions, namely (1) Harmony and Respect, (2) Hedonism and (3) Achievement. Results of the Pearson correlation analysis showed that higher valuing of any one of the three value dimensions lead to more negative attitudes towards appliance retailers' complaint handling. Furthermore, multinomial logistic regression analysis revealed that more negative attitudes towards appliance retailers' complaint handling lead to a decreased likelihood of engaging in public complaint behaviour. Moreover, ANOVA revealed relationships between specific personal value dimensions and gender, age and population group. The study has implications for marketers, policy makers, appliance retailers and consumer protection organisations.
Navorsing oor verbruikers se klagte-gedrag in opkomende lande, insluitend Suid-Afrika, is nie baie ver gevorder nie. Die omvattende veranderende Suid-Afrikaanse verbruikerslandskap, tesame met die volgehoue sosio-politieke veranderinge en die kulturele veranderinge in die multikulturele polulasie, noodsaak die monitering van veranderinge in verbruikers se waardes. Daar bestaan egter baie min navorsing in Suid-Afrika oor verbruikers se persoonlike waardes. Voorts is die effek van persoonlike waardes op klagte-gedrag nog nie in die Suid-Afrikaanse konteks ondersoek nie. Verskeie navorsers stel voor dat die waarde-houding-gedrag-hiërargiemodel, wat uit sosiale aanpassingsteorie spruit, gebruik moet word om die verhouding tussen waardes en gedrag te verstaan. Die model stel dat oorsaaklikheid vanaf abstrakte waardes, deur houdings, na spesifieke gedrag vloei (Homer & Kahle, 1988; Hayley et al., 2014). Dit wil sê, waardes beïnvloed gedrag indirek deur houdings. Terwyl die waarde-houding-gedrag-model in 'n verskeidenheid klagte-gedrag-kontekste bevestig is, is dit nog nie in 'n Suid-Afrikaanse klagte-gedrag-konteks ondersoek nie. Gevolglik is die sosiale aanpassingsteorie en die waarde-houding-gedrag-model as teoretiese raamwerk in hierdie studie toegepas om die effek van verbruikers se persoonlike waardes en houdings teenoor kleinhandelaars se klagte-hantering op hulle klagte-gedrag in die Suid-Afrikaanse konteks te bepaal. Die verwantskappe tussen verbruikers se demografiese veranderlikes en hulle persoonlike waardes, en tussen demografiese veranderlikes en klagte-gedrag is ook verken. 'n Opname is onder verbruikers wat ontevrede was met die werksverrigting van hulle groot huishoudelike toerusting oor 'n vier-jaar-herroepingstydperk gedoen. Data is deur 'n selfgeadministreerde vraelys ingesamel waarin persoonlike waardes met Kahle (1983) se List of Values (LOV) en houdings teenoor kleinhandelaars se klagte-hantering met 'n aangepaste weergawe van Keng et al. (1995) se "Houdings teenoor besighede"-skaal gemeet is. Geriefsteekproefneming en sneeubalsteekproefneming, wat 361 bruikbare vraelyste opgelewer het, is in Tswane, 'n groot metropolitaanse gebied in Suid-Afrika, onderneem. Verkennende faktoranalise het drie waardedimensies, naamlik (1) Harmonie en Respek, (2) Hedonisme en (3) Prestasie, opgelewer. Die Pearsonkorrelasie-analise se resultate toon dat 'n toename in belangrikheid in enige van die drie waardedimensies tot 'n meer negatiewe houding teenoor kleinhandelaars se klagte-hantering lei. Voorts dui die resultate van die multinomiese logistiese regressie-analise daarop dat 'n toename in verbruikers se negatiewe houding teenoor kleinhandelaars se klagte-hantering tot 'n afname lei in hul geneigdheid tot publieke klagte-gedrag. Die resultate van die ANOVA-analise toon verder dat daar verwantskappe tussen spesifieke persoonlike waardes en geslag, ouderdom en populasiegroep bestaan. Die studie het implikasies vir bemarkers, beleidmakers, kleinhandelaars en verbruikersbeskerming-organisasies.
Dissertation (MConsumer Science)--University of Pretoria, 2016.
Consumer Science
MConsumer Science
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YANG, BEIYAO, and XUE LI. "Complaint Handling : A multiple case study: key factors that influence the efficiency of complaint handling in manufacturing industry." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-54223.

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Manufacturers are transforming their business model from being a product dominant to a customer centric organization, in order to maintain competitive advantage, as well as deliver customer satisfaction thereby to build a long-term relationship with them. The management of complaint handling is regarded as a crucial contributor to its business performance. To identify key factors that influence the efficiency of complaint handling in manufacturing industry, it is important to start with an investigation of a company's internal complaint handling management. A multiple case study has been carried out in the form of semi-structured, face-to-face interviews with managers from six different manufacturing companies. The studyreveals that four factors in complaint handling are to be paid attention to, which include complaint handling process, qualified complaint handler, complaint handling system and complaint handling policy. By comparing the companies' viewpoints as well as theoretical perspective on these factors, some differences and similarities are revealed. Finally, the study found that the complaint handler who possesses the adequate technical knowledge of the product and interpersonal skills is the most essential factor that affects complaint-handling efficiency. In the meanwhile, complaint-handling system is increasingly important in assisting companies with customer complaints.
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Marsland, Rebecca Louise Katherine. "Complaint in Scotland c.1424- c.1500." Thesis, University of Oxford, 2014. http://ora.ox.ac.uk/objects/uuid:05468bd1-c936-426f-9ab4-79afb94a59fb.

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This thesis provides the first account of complaint in Older Scots literature. It argues for the coherent development of a distinctively Scottish complaining voice across the fifteenth century, characterised by an interest in the relationship between amatory and ethical concerns, between stasis and narrative movement, and between male and female voices. Chapter 1 examines the literary contexts of Older Scots complaint, and identifies three paradigmatic texts for the Scottish complaint tradition: Ovid’s Heroides; Boethius’s De Consolatione Philosophiae; and Alan of Lille’s De Planctu Naturae. Chapter 2 concentrates on the complaints in Oxford, Bodleian Library MS Arch. Selden. B. 24 (c. 1489-c. 1513). It considers afresh the Scottish reception of Lydgate’s Complaint of the Black Knight and Chaucer’s Anelida and Arcite, and also offers original readings of three Scottish complaints preserved uniquely in this manuscript: the Lay of Sorrow, the Lufaris Complaynt, and the Quare of Jelusy. Chapter 3 focuses on the relationship between complaint and narrative, arguing that the complaints included in the Buik of Alexander (c. 1438), Lancelot of the Laik (c. 1460), Hary’s Wallace (c. 1476-8), and The Buik of King Alexander the Conquerour (c. 1460-99) act as catalysts for narrative movement and subvert the complaint’s traditional identity as a static form. Chapter 4 is a study of complaint in Robert Henryson’s three major works: the Morall Fabillis (c. 1480s); the Testament of Cresseid (c. 1480-92); and Orpheus and Eurydice (c. 1490-2), and argues that Henryson consistently connects the complaint form with the concept of self-knowledge as part of wider discourses on effective governance. Chapter 5 presents the evidence that a text’s identity as a complaint influenced its presentation in both manuscript and print witnesses. The witnesses under discussion date predominantly from the sixteenth century; the chapter thus also uses them to explore the complaints’ later reception history.
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Figueroa, Sánchez Camila. "Is finance most binding constraint or complaint." Tesis, Universidad de Chile, 2014. http://www.repositorio.uchile.cl/handle/2250/129906.

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Tesis para optar al grado de Magíster en Economía
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Access to external finance is usually remarked as a salient obstacle for entrepreneurs and SMEs, although in theory other non-financial constraints could be more binding. We contribute to this debate exploiting the idea that if external finance is more constrained for some firms, then they should be using more heavily their internal funds, everything else constant, with a higher share of reinvested earnings. Using multi-country firm surveys of developing nations we outline two stylized facts. First, entrepreneurs reinvest a larger share of their earnings. Firms younger than 5 years old have a share of reinvested profits 25% larger than that for older firms. Second, although the reinvestment of internal funds is significantly higher for groups that have restricted access to credit (loans rejected or could not apply), we do not find statistical significance for groups that self-report finance as their “most binding constraint”. These findings suggest that one should not equate firm complains to binding constraints or, alternatively, that indivisibility generate W-shaped cost curves and scale-up challenges, where investing $1K has low return even if investing $10M could have a high return.
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Dubova, V. O. "Establishing of constitional complaint institute in Ukraine." Thesis, Сумський державний університет, 2014. http://essuir.sumdu.edu.ua/handle/123456789/35032.

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Twenty years formation process of Ukraine as a legal state under conditions of public relations dynamic development has led to an aggravation of discussions on the necessity of constitutional reform. With all this, the question of the constitutional complaint in Ukraine as the way of improving of the human rights protection mechanism, consolidation of law dominion leading principles, mutual responsibility of an individual and state, and also the problem of its further implementation in the legislation of Ukraine accordingly to European models of man and citizen rights and freedoms need consideration. When you are citing the document, use the following link http://essuir.sumdu.edu.ua/handle/123456789/35032
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Yaryan, Elizabeth C. "Special education complaint management: A national profile." W&M ScholarWorks, 1992. https://scholarworks.wm.edu/etd/1539618712.

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

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Ahmed, Sara. Complaint! Durham: Duke University Press, 2021.

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Roth, Philip A. Portnoy's complaint. New York: Vintage International, 1994.

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Roth, Philip A. Portnoy's complaint. Harmondsworth: Penguin, 1986.

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Roth, Philip A. Portnoy's complaint. New York: Random House, 2002.

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Lehman, Ernest, and Sidney Beckerman. Portnoy's complaint. [Burbank, CA]: Warner Bros. Entertainment Inc., 2012.

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The complaint. London: Nick Hern Books, 2012.

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Roth, Philip A. Portnoy's complaint. New York: Simon & Schuster, 1991.

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Roth, Philip A. Portnoy's complaint. London: Vintage, 1995.

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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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Book chapters on the topic "Complaint"

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Smith, Rosalind, Michelle O'Callaghan, and Sarah C. E. Ross. "Complaint." In A Companion to Renaissance Poetry, 339–52. Chichester, UK: John Wiley & Sons, Ltd, 2018. http://dx.doi.org/10.1002/9781118585184.ch25.

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

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

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

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

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

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

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Ward, Tracey, Raphael Bernier, Cora Mukerji, Danielle Perszyk, James C. McPartland, Ellen Johnson, Susan Faja, et al. "Formal Complaint." In Encyclopedia of Autism Spectrum Disorders, 1319–20. New York, NY: Springer New York, 2013. http://dx.doi.org/10.1007/978-1-4419-1698-3_1962.

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Manuel, Kellerbauer, and Pablo Alfonso Lamadrid de. "Part I Antitrust Rules (Articles 101 and 102 TFEU), 12 Rejection of Complaints." In EU Competition Procedure. Oxford University Press, 2022. http://dx.doi.org/10.1093/law-ocl/9780198799412.003.0012.

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This chapter examines the rejection of complaints. Procedures can be commenced by a formal complaint. It is also possible that the European Commission initiates a procedure ex officio with regard to conduct that is the subject of a complaint at a later stage. In both cases, the procedure may conclude as requested by the complainants with a decision finding an infringement of Articles 101 and 102 of the Treaty on the Functioning of the European Union (TFEU), or else with a rejection of the complaint. In some cases, a procedure to establish the existence of an infringement following a complaint may give rise to a decision rendering commitments binding pursuant to Article 9 of Regulation 1/2003, a finding of inapplicability decision pursuant to Article 10 Regulation 1/2003, or possibly an informal settlement between the undertakings complained of and the Commission, as a consequence of which the complainant may be discontented if the result does not, or does not fully, respond to their concerns. In these cases, a rejection of the complaint is also necessary where the complainant continues to pursue their complaint. The procedure for the rejection of complaint should then be done in parallel with the Article 9 or Article 10 of the decision procedure.
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Stegner, Paul D. "Complaint." In The Oxford History of Poetry in English, 334–50. Oxford University Press, 2022. http://dx.doi.org/10.1093/oso/9780198830696.003.0019.

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This chapter examines the development of complaint poetry in sixteenth-century England. Grouping complaint poetry according to subject matter, it first analyses complaints directed towards social, political, and religious conditions and then treats complaints that involve love and spirituality. It focuses on the incorporation and adaptation of conventional poetic forms, such as the sonnet and verse epistle, as well as rhyme schemes, especially rhyme royal, in early modern complaint. This chapter attends to how early modern authors use complaint and personae, particularly the voice of female complainants, as a means for authorial self-promotion. At the same time, it also considers how women writers deploy complaint to authorise their own literary voices and to express their discontent regarding social abuses.
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Conference papers on the topic "Complaint"

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Samonte, Mary Jane C., Justine Marl Q. Arganza, Carl Matthew E. Aurelio, and Princess Dianne A. Gonzales. "E-Complaint." In ICISS 2019: 2019 the 2nd International Conference on Information Science and Systems. New York, NY, USA: ACM, 2019. http://dx.doi.org/10.1145/3322645.3322658.

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Sangroya, Amit, C. Anantaram, Pratik Saini, and Mrinal Rawat. "Extracting Latent Beliefs and using Epistemic Reasoning to Tailor a Chatbot." In Twenty-Seventh International Joint Conference on Artificial Intelligence {IJCAI-18}. California: International Joint Conferences on Artificial Intelligence Organization, 2018. http://dx.doi.org/10.24963/ijcai.2018/860.

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During dialog with a customer for addressing his/her complaint the chatbot may pose questions or observations based on its underlying model. Sometimes the questions or observations posed may not be relevant given the nature of complaint and the current set of beliefs that the customer holds. In this paper we present a framework to build conversation system that addresses customer complaints in a meaningful manner using domain understanding, opinion analysis and epistemic reasoning. Extraction of latent beliefs assists in performing epistemic reasoning to maintain a meaningful conversation with the customer.
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Rodzman, Shaiful Bakhtiar bin, Siti Suhaima binti Suhaili, Normaly Kamal Ismail, Nurazzah Abd Rahman, Syed Ahmad Aljunid, and Aslida binti Omar. "Domain Specific Classification of Malay Based Complaints using the Complaint Concept Ontologies." In ICSCA '19: 2019 8th International Conference on Software and Computer Applications. New York, NY, USA: ACM, 2019. http://dx.doi.org/10.1145/3316615.3316682.

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Dahy, Flávia, Aline Matos, Thais Romano, Rosa Maria Marcusso, Tatiane Assone, Camila Romano, Augusto Penalva de Oliveira, and Jerusa Smid. "COVID-19 - RELATED COGNITIVE IMPAIRMENT IN PATIENTS FOLLOWED AT A REFERRAL CENTER IN SÃO PAULO, BRAZIL." In XIII Meeting of Researchers on Alzheimer's Disease and Related Disorders. Zeppelini Editorial e Comunicação, 2021. http://dx.doi.org/10.5327/1980-5764.rpda071.

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Background: Central nervous system involvement associated with Coronavirus Disease 2019 (COVID-19) has been reported, including cognitive impairment, even in patients with mild COVID-19. processes. Objective: To assess cognitive decline related to the SARS-CoV-2 infection in patients with neurological disease after COVID-19. Methods: Longitudinal prospective study developed to compare the cognitive performance of patients after COVID-19 based on cognitive complaints. The Addenbrooke´s Cognitive ExaminationRevised (ACE-R), a 100-point test, was applied for investigation, with cut-off score for cognitively normal individuals ≥ 78. Results: Fifty patients were evaluated, 33 women (66%). Thirty-six patients with cognitive complaint (72%), this being the only symptom in 18 (50%), more frequent in women (5:1). Among all patients, the mean score of ACE-R was 80.8 (SD 11) and median of 84. In patients with cognitive complaints, mean of 80.37 (SD 12.2) and median of 84. For the other patients, mean of 81.86 (SD 7.65) and median of 82.5 (p value = 0.9869). Cognitive decline was confirmed in 10/35 (28.57%) of patients with cognitive complaint, and in 4/14 (28.57%) of other patients (exacto de Fisher = 0.8809). Regarding the ACE-R subanalyses, impaired attention and orientation were observed in both groups. Conclusion: Cognitive complaint was not a predictor of cognitive decline, but impairment in attention and orientation were observed in the entire sample.
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Razali, Razulaimi, and Jafreezal Jaafar. "Complaint handling theoretical framework." In 2012 International Conference on Computer & Information Science (ICCIS). IEEE, 2012. http://dx.doi.org/10.1109/iccisci.2012.6297275.

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

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Yance Nanlohy, Lucan, Eko Mulyanto Yuniarno, and Supeno Mardi Susiki Nugroho. "Classification of Public Complaint Data in SMS Complaint Using Naive Bayes Multinomial Method." In 2020 4th International Conference on Vocational Education and Training (ICOVET). IEEE, 2020. http://dx.doi.org/10.1109/icovet50258.2020.9229941.

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Kandhari, Vishesh K., and Keertika D. Mohinani. "GPS based complaint redressal system." In 2014 IEEE Global Humanitarian Technology Conference - South Asia Satellite (GHTC-SAS). IEEE, 2014. http://dx.doi.org/10.1109/ghtc-sas.2014.6967558.

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Naik, Abhishek, Apurva Saksena, Kumaresan Mudliar, Ayesha Kazi, Prerna Sukhija, and Renuka Pawar. "Secure Complaint bot using Onion Routing Algorithm Concealing identities to increase effectiveness of complain bot." In 2018 Second International Conference on Electronics, Communication and Aerospace Technology (ICECA). IEEE, 2018. http://dx.doi.org/10.1109/iceca.2018.8474839.

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Rahman, Mohd Khirzanbadzli A. "Public Complaint Behaviour and Satisfaction with Complaint Handling in the Malaysian Mobile Phone Services Industry." In ISSC 2016 International Conference on Soft Science. Cognitive-crcs, 2016. http://dx.doi.org/10.15405/epsbs.2016.08.112.

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Reports on the topic "Complaint"

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Morrison, Dawn, Edward Nykaza, and Nicole Wyant. To complain or not to complain : spatial analysis of complaint behavior around military installations. Engineer Research and Development Center (U.S.), June 2018. http://dx.doi.org/10.21079/11681/27355.

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Falk, J., ed. Complaint Feedback Loop Operational Recommendations. RFC Editor, November 2011. http://dx.doi.org/10.17487/rfc6449.

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

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Carey, William. The complaint process in protective services for children. Portland State University Library, January 2000. http://dx.doi.org/10.15760/etd.918.

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Nykaza, Edward T., Kathleen Hodgdon, Trent Gaugler, Peg Krecker, and George Luz. An Investigation of Community Attitudes Toward Blast Noise: Complaint Survey Protocol. Fort Belvoir, VA: Defense Technical Information Center, October 2010. http://dx.doi.org/10.21236/ada575281.

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Nykaza, Edward T., Kathleen Hodgdon, Gloria Wienke, Trent Gaugler, Peg Krecker, and George Luz. An Investigation of Community Attitudes Toward Blast Noise. Complaint Survey Protocol. Fort Belvoir, VA: Defense Technical Information Center, April 2012. http://dx.doi.org/10.21236/ada561216.

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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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Lewis, Pat. Implementing an Impartial Panel as a Cost Avoidance Mechanism in Equal Employment Opportunity Complaint Resolution. Fort Belvoir, VA: Defense Technical Information Center, January 1995. http://dx.doi.org/10.21236/ada298251.

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Aggens, Lorenz W. When People Complain Using Communication, Negotiation and Problem Solving to Resolve Complaints. Fort Belvoir, VA: Defense Technical Information Center, June 1991. http://dx.doi.org/10.21236/ada238902.

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Andrade Scroferneker, Cleusa Maria, Lidiane Ramirez Amorim, and Rebeca Gomes escobar. As ‘Ouvidorias’ virtuais em Hospitais Universitários Brasileiros e Espanhóis / Online “Complaint Departments” in Brazilian and Spanish University Hospitals. Revista Internacional de Relaciones Públicas, December 2013. http://dx.doi.org/10.5783/rirp-6-2013-03-29-50.

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