Journal articles: 'Complaint literature'

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Koekemoer, Michel M. "Consumer Complaints And Complaint Forums Employed In The South African Motor Vehicle Service Industry: A Survey Of The Literature." Journal of Applied Business Research (JABR) 30, no. 3 (April 24, 2014): 659. http://dx.doi.org/10.19030/jabr.v30i3.8551.

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<p>A South African consumer who owns a motor vehicle will need to have it serviced at a motor vehicle service dealership. The level of service experienced by consumers is not always satisfactory, leaving the consumer dissatisfied and wanting to complain about the poor service. The complaint forums available to South African consumers can roughly be divided into two categories, namely those established under South African law (which include the National Consumer Tribunal; the National Consumer Commission; the Motor Industry Ombud of South Africa; a consumer court; an alternative dispute resolution agent; and an ordinary court); and other traditional complaint forums (which include complaint websites and complaints made to the dealer directly). When deciding on the most appropriate complaint forum, consumers must consider the following factors: the cost of and time spent on the complaint process; the complexity of the rules and procedures associated with each complaint forum; the effective functioning of each forum; and the relief that the consumer can expect to receive from the complaint forum. This study found that when measured against these factors, consumers are left with few viable complaint forums. The structure and functioning of the existing complaint forums remains far from perfect. However, inroads have been made to improve the current complaint forums. Further improvements will only be achieved through a concerted effort by all the industry players. Such collaboration between them will ensure that South African consumers in the motor vehicle service industry will be ranked amongst the best protected consumers in the world.</p>

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van Dael, Jackie, Tom W. Reader, Alex Gillespie, Ana Luisa Neves, Ara Darzi, and Erik K. Mayer. "Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights." BMJ Quality & Safety 29, no. 8 (February 4, 2020): 684–95. http://dx.doi.org/10.1136/bmjqs-2019-009704.

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IntroductionA global rise in patient complaints has been accompanied by growing research to effectively analyse complaints for safer, more patient-centric care. Most patients and families complain to improve the quality of healthcare, yet progress has been complicated by a system primarily designed for case-by-case complaint handling.AimTo understand how to effectively integrate patient-centric complaint handling with quality monitoring and improvement.MethodLiterature screening and patient codesign shaped the review’s aim in the first stage of this three-stage review. Ten sources were searched including academic databases and policy archives. In the second stage, 13 front-line experts were interviewed to develop initial practice-based programme theory. In the third stage, evidence identified in the first stage was appraised based on rigour and relevance, and selected to refine programme theory focusing on what works, why and under what circumstances.ResultsA total of 74 academic and 10 policy sources were included. The review identified 12 mechanisms to achieve: patient-centric complaint handling and system-wide quality improvement. The complaint handling pathway includes (1) access of information; (2) collaboration with support and advocacy services; (3) staff attitude and signposting; (4) bespoke responding; and (5) public accountability. The improvement pathway includes (6) a reliable coding taxonomy; (7) standardised training and guidelines; (8) a centralised informatics system; (9) appropriate data sampling; (10) mixed-methods spotlight analysis; (11) board priorities and leadership; and (12) just culture.DiscussionIf healthcare settings are better supported to report, analyse and use complaints data in a standardised manner, complaints could impact on care quality in important ways. This review has established a range of evidence-based, short-term recommendations to achieve this.

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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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Quinn, Kelly. "Mastering Complaint: Michael Drayton'sPeirs Gavestonand the Royal Mistress Complaints." English Literary Renaissance 38, no. 3 (September 2008): 439–60. http://dx.doi.org/10.1111/j.1475-6757.2008.00132.x.

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Samuels, S. "Political Complaint." Novel: A Forum on Fiction 43, no. 3 (September 1, 2010): 519–22. http://dx.doi.org/10.1215/00295132-2010-031.

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Monteiro, George. "Carraway's Complaint." Journal of Modern Literature 24, no. 1 (2000): 161–71. http://dx.doi.org/10.1353/jml.2000.0030.

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Aiyengar, Apoorva, Tom Morris, Kaye Bagshaw, and Narendra Aladangady. "Systematic review of medical literature for medicolegal claims and complaints involving neonates." BMJ Paediatrics Open 5, no. 1 (October 2021): e001177. http://dx.doi.org/10.1136/bmjpo-2021-001177.

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ImportanceComplaints and malpractice claims by families on the care of their babies are pertinent issue. Beyond just the financial implications, it involves harm to babies and distress to parents.ObjectiveThe aim was to review published reports of complaints by families on the care of their babies in the neonatal units in order to understand the nature of these complaints and the areas of care that they relate to.MethodsWe considered articles in English, which report on complaints made by families to organisations providing neonatal care. We performed our structured search on AMED, CINAHL, EMBASE, EMCARE, SCOPUS and MEDLINE from January 2000 to December 2020. A total of 378 articles were appraised using eligibility criteria.ResultsA total of 12 articles were included. The most common category of complaint was delayed/incorrect diagnosis. Communication issues were highlighted as a significant category of complaints. The majority of such claims were between the physicians and families. Factors implicated for clinician’s errors that resulted in complaints were lack of clinical and communication training, inadequate supervision of junior clinicians, work culture and hierarchy, not listening to families’ concerns and system failure.ConclusionsThe most frequent categories of complaint reported in our systematic review were delayed/incorrect diagnosis and delayed/incorrect treatment. Organisations should be encouraged to share complaints data as it can facilitate shared learning. An understanding of human factor principles and its role in patient safety is also emphasised in this report in order to optimise patient outcomes and improve experience for families requiring neonatal care.

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Adikaram, Arosha S., and Pavithra Kailasapathy. "Handling Sexual Harassment Complaints in Sri Lanka: Fair Process and Best Practices." South Asian Journal of Human Resources Management 7, no. 2 (July 15, 2020): 293–314. http://dx.doi.org/10.1177/2322093720934580.

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Sexual harassment at the workplace continues to be an issue all over the world. While there are many policies with well laid-out procedures specifying the process to follow when complaints of sexual harassment are received, there is still a lack of knowledge on actual practices of handling sexual harassment complaints and best practices. Data were collected from 35 HR professionals (HRPs) from over 30 companies in Sri Lanka on how sexual harassment complaints were handled. Based on this empirical evidence and literature as well as the theory of organisational justice, a six-stage process that HRPs should follow for a fair, just and effective handling of sexual harassment complaints is proposed. The process comprises of (a) complaint stage, (b) assessment of complaint stage, (c) investigation stage, (d) action stage, (e) appeal stage and (f) post-settlement stage. Best practices of handling sexual harassment complaints identified through the empirical data and literature are also highlighted.

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Watts, J. "Literature and Complaint in England, 1272-1553." English Historical Review CXXV, no. 514 (April 13, 2010): 690–91. http://dx.doi.org/10.1093/ehr/ceq099.

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Zhou, Yuanyuan, Bin Tian, Tingting Mo, and Zhuoying Fei. "Consumers Complain More Fiercely Through Small-Screen Devices: The Role of Spatial Crowding Perception." Journal of Service Research 23, no. 3 (February 13, 2020): 353–67. http://dx.doi.org/10.1177/1094670520904408.

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Previous research has mainly focused on the determinants of consumers’ complaint channel choices. Little attention has been paid to the behavioral consequences of different complaint channels, particularly different complaint devices. Drawing on spatial crowding perception theory, this study finds that in an online complaint context, consumers’ complaint intensity is shaped by complaint devices that differ in screen size. Crowding perception produced by visually restrictive tension mediates the relationship between the screen size of the complaint device and the complaint intensity. The results of secondary data confirm that consumers’ complaint intensity is higher while complaining through a small-screen device (as opposed to a large-screen one). Three scenario-based experiments are conducted to examine the role of perceived spatial crowding in producing a more intense complaint behavior when complaints are submitted through smaller screen devices (as opposed to larger screen devices). The fourth experiment reveals that crowding perception can be lessened by adjusting certain design elements of the interface, ultimately mitigating the intensity of the complaint submitted through a small-screen device. Our research identifies the specific causality and underlying mechanism of the influence of device type on consumers’ postconsumption behavior, thus contributing to clarify some ambiguities in the literature.

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Rohana, Rohana, and Khairul Imtihan. "Sistem Informasi Keluhan Pelanggan Pada Perusahaan Daerah Air Minum (PDAM) Kabupaten Lombok Tengah." Jurnal Manajemen Informatika dan Sistem Informasi 1, no. 1 (February 7, 2018): 24. http://dx.doi.org/10.36595/misi.v1i1.14.

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The development of information technology increasingly faster, one of the advantages obtained is the easier people in communicating, sending information, or get information. This needs improved performance in terms of effectiveness and efficiency of service providers (Sukmana, 2014). Perusahaan Daerah Air Minum (PDAM) Lombok Tengah in the service of customer complaints whether it be leak pipe complaints, meter replacement, inappropriate water usage and water is often jammed, Officer will check customer data on customer information then record customer's complaint and save on book complaint customer. After conducting data collection on the complaint, the officer in the subscriber hubungan langganan (HUBLANG) will make the warrant to be submitted to the transmisi dan distribusi (TRANSDIT) to make improvements made by the maintenance department, because the complaint process is still recorded in the customer complaint book allowing the complaint data is lost or scattered so it can hinder the process of repair or maintenance, so that required a system that can process and store customer complaints data. The method of designing customer complaint information system at Perusahaan Daerah Air Minum (PDAM) Lombok Tengah uses SDLC (Systems Development Life Cycle) method with planning, analysis, design, implementation and testing phase. In the planning phase, data collecting using obsevation method, interview and literature study are used in the analysis phase using SWOT method (strengths, weaknesses, opportunities, threats), at design stage, the system design will be proposed using DFD (Data Flow Digram) starting from diagram Context of Customer Complaints Information System and DFD Level 1 Customer Complaints Information System, followed by table design, design of ERD (entity relationship diagram), design of menu structure and design of system interfaces, in the implementation phase of the system made system in accordance with the design phase using php programming language with the mysql database while in the testing phase using the method of balck box system, the results of the design will be easier for customers in the process of complaint submission without having to come again to the PDAM Kabupaten Lombok Tengah and can facilitate the subscriber hubungan langganan (HUBLANG) in recording customer data that conduct customer complaints process

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Soares, Raquel Reis, Ting Ting (Christina) Zhang, João F. Proença, and Jay Kandampully. "Why are Generation Y consumers the most likely to complain and repurchase?" Journal of Service Management 28, no. 3 (June 19, 2017): 520–40. http://dx.doi.org/10.1108/josm-08-2015-0256.

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Purpose The purpose of this paper is twofold: to examine generational differences in complaint and post-recovery behaviors after service failures and recoveries, and to investigate the key factors that relate to Generation Y consumers’ responses. Design/methodology/approach In a two-stage approach, Study 1 investigates generational differences in the complaint and repurchase behaviors of a vast sample of more than 36,000 customers. Study 2 examines which factors influence Generation Y consumers’ decisions to complain and to repurchase. Findings Across four generational cohorts (the Silent Generation, Baby Boomers, Generation X, and Generation Y), consumers in Generation Y are the most likely to complain about service failures and repurchase after a satisfactory service recovery. The service recovery paradox thus is a generational feature. Generation Y’s unique characteristics – being tech savvy, heavily influenced by peers, and untrusting of brands – relate closely to their complaint and repurchase patterns. These prolific users of social media tend to stay with a service provider after experiencing satisfactory recovery but are more inclined to complain. Originality/value This study contributes to service management literature by revealing generational differences in customers’ complaint behavior and responses to recovery efforts, while also testing repurchase behavior rather than just behavioral intentions. This study provides valuable insights into the unique factors that influence Generation Y consumers’ complaint and post-recovery responses.

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Peterson, Lindsay, John Bowblis, Dylan Jester, and Kathryn Hyer. "The Association of Nursing Home Staffing Levels With Consumer Complaints." Innovation in Aging 4, Supplement_1 (December 1, 2020): 699–700. http://dx.doi.org/10.1093/geroni/igaa057.2454.

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Abstract Nursing homes (NH) are inspected annually, however, residents and others can file complaints any time. Complaints are critical to NH oversight. Another important quality factor is staffing. Our objective was to examine the association of complaints and staffing levels in a 2017 sample of 14,194 freestanding NHs. We used federal data on NH complaints, quality, staffing, and other characteristics. The outcomes were having received at least one complaint (or not) and numbers of complaints. Using logit and negative binomial regression, controlling for facility and resident characteristics, we found greater registered nurse, nursing assistant, and social services staffing were associated with fewer complaints. Interestingly, licensed practical nurse (LPN) staffing was associated with a higher likelihood of receiving a complaint. Results are consistent with literature on nurse staffing and quality. LPN results raise questions about substituting LPNs for RNs. The social services results show social services staffing may be important for quality.

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Ting, Hiram, Winnie Poh-Ming Wong, and Ernest Cyril de Run. "Complaint Behaviour between Generations and Its Transmissions: An Exploratory Study in Malaysia." International Journal of Business and Management 11, no. 11 (October 28, 2016): 279. http://dx.doi.org/10.5539/ijbm.v11n11p279.

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Despite the abundance of marketing literature on consumer complaint behaviour, little is done to explicate such behaviour from generational perspectives. How the older and younger groups complain, and whether the latter learn or inherit behavioural values from the former remain unknown. Using theories pertinent to complaint behaviour and social learning theory as the basis, the present study aims to look into complaint behaviour between two generations, namely the mothers and the daughters. A qualitative approach using dyad interview was employed in Malaysia to gain insights not only about their respective complaint behaviour but also its similarities and differences simultaneously. Subsequently, five pairs of mothers and daughters were interviewed. All interviews were transcribed and analyzed using content analysis. The findings show that while the mothers would most likely seek redress in person, complain to others verbally and take no action, the daughters tend to seek redress and tell others about it using electronic media. There is apparent similarity in seeking redress and ranting on between the mothers and daughters but the younger generation tends to do it via social media. The study thus serves as a precursor to future investigation on complaint behaviour by different generation cohorts in the same family and the potential transmission of behavioural values between them. Practical implications are provided.

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Daniel McClellan. "The Gods-Complaint: Psalm 82 as a Psalm of Complaint." Journal of Biblical Literature 137, no. 4 (2018): 833. http://dx.doi.org/10.15699/jbl.1374.2018.452196.

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Bryan, Jennifer E. "Hoccleve, the Virgin, and the Politics of Complaint." PMLA/Publications of the Modern Language Association of America 117, no. 5 (October 2002): 1172–87. http://dx.doi.org/10.1632/003081202x60260.

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What is the relation between Marian lament and the distinctively modern, autobiographical complaints of Thomas Hoccleve? What, moreover, is the relation between Hoccleve's performances of private misery and his ability to offer advice and counsel to princes? This article argues that Hoccleve's “Complaint of the Virgin” can teach us to recognize the complex interweaving of gender, genre, ideality, and excess that informs Hocclevean complaints more generally. “The Complaint of the Virgin” explores a woman's exemplary transition from subversive investment in private connection and private suffering to self-abnegation and participation in public power. In doing so, the poem provides a model for Hoccleve's own movements between marginalized interiority and public rhetoric—and for his meditation between Lancastrian subjects and their sovereign. The Virgin offers a lesson in the 1364 Abstracts [PMLA pleasures and power of complaint, the disciplining of interiority, and the production of social relations through spectacle and sacrifice.

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Gundogmus, I., S. Tekin, A. B. Tasci, and Ö. Uzun. "Venlafaxine-induced spontaneous ejaculation: Case report and literature review." European Psychiatry 65, S1 (June 2022): S345. http://dx.doi.org/10.1192/j.eurpsy.2022.877.

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Introduction Venlafaxine is a serotonin-norepinephrine reuptake inhibitor and its extensive use for major depressive disorder and anxiety disorders. Although it has been reported that venlafaxine may have various side effects, as far as we know, spontaneous ejaculation(SE) has not been reported yet. Objectives We aim to describe this clinical case with venlafaxine-induced SE and to discuss the possible etiological factors. Methods Case report and literature review. Results A 53-year-old male with generalized anxiety disorder was initiated venlafaxine treatment with 75 mg/day. After two months patient’s complaints partially regressed and the dose of venlafaxine treatment was increased to 150 mg/day. 10 days after the dose increase, the patient applied with the complaint of SE 2-3 times a day. No urological etiology was found. During outpatient follow-ups, after the 5 days from reducing the daily dose to 75 mg/day, SE complaint completely regressed. After following couple of months, the patient by himself, increased the dose of venlafaxine to 150 mg/day without consulting a psychiatrist. Then SE recurred approximately 15 days later. Venlafaxine treatment dose was reduced again to 75 mg/day and urological complaints spontaneously regressed. Conclusions SE, a rare sexual side effect, represents ejaculation that occurs involuntarily and in the absence of any sexual stimuli. The possible mechanism of SE, detected as a side effect in our case, may be that increased adrenergic activity reduces ejaculatory latency and triggers spontaneous ejaculation. Antidepressant-associated sexual dysfunction could be a dose-dependent adverse event. Therefore, reducing the dosage of the treatment to a minimum effective dose could be an option. Disclosure No significant relationships.

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El-Dakhs, Dina Abdel Salam, Jawaher Nasser Al-Haqbani, Manal A. Althaqafi, and Shorouq Al-Fouzan. "How do Saudis complain?" Language and Dialogue 9, no. 2 (July 12, 2019): 264–93. http://dx.doi.org/10.1075/ld.00041.eld.

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Abstract The current study adopts a dialogue-analytic approach to the examination of complaint behavior in Saudi Arabic as spoken in the Najd region, the central region of the Kingdom of Saudi Arabia. To this end, role-plays with 120 Saudi nationals who are Najdi-speakers were recorded and transcribed. Statistical comparisons revealed that Najdis used a variety of complaint strategies with requests for repair, expressing annoyance and providing modified blame being the most frequent. Najdis also produced a large number of initiators and internal and external modifiers, mainly to mitigate the negative force of complaints. Although a small influence was found for gender, the variables of age, social distance and social dominance showed a strong influence on the Najdis’ complaint behavior. The results are discussed in light of relevant theoretical models and the existing literature.

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Chaudhary, Abdul Haseeb. "Complaint behavior of mothers and daughters in Pakistan: Transmission and differences between generations." Social Behavior and Personality: an international journal 45, no. 10 (November 7, 2017): 1723–34. http://dx.doi.org/10.2224/sbp.6403.

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Despite the abundance of marketing literature on consumer complaint behavior, little research has been conducted to explicate such behavior from a generational perspective. I therefore investigated the complaint behavior of 2 generations in Pakistan, namely, mothers and daughters. I used a qualitative interview approach with 5 pairs of dyads. All interviews were transcribed and content analysis was performed. Findings showed that the mothers would most likely seek redress in person, would complain to others verbally, or would take no action. The daughters tended to seek redress in person and to tell others about the problem using electronic media. There was similarity between mothers and daughters in seeking redress and showing anger. The study thus serves as a precursor to future investigation of complaint behavior by different generation cohorts in the same family and of the potential transmission of behavioral values.

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Váradi, Ágnes. "Access to constitutional complaint procedures: A real chance?" Hungarian Journal of Legal Studies 61, no. 4 (February 14, 2022): 372–85. http://dx.doi.org/10.1556/2052.2021.00307.

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Abstract In a recent decision, the European Court of Human Rights concluded that the constitutional complaint before the Hungarian Constitutional Court can be seen as an effective domestic remedy. This decision shows the growing role of constitutional complaint procedures even in the international system of human rights protection; therefore, it is worth examining how national laws ensure efficient access to such procedures. The current paper aims to analyse a specific aspect of this complex problem, namely, the question of legal aid in constitutional court proceedings – particularly constitutional complaints procedures – in Germany, Austria and Hungary. As a general staring point, it is intended to derive the need for legal aid from the national constitutions, followed by an analysis on the availability of legal aid schemes for constitutional complaint procedures and their conditions. The examination is based on the national legal provisions and case-law, as well as the relevant secondary literature. This comparative study can enable some conclusions to be drawn on the question of how constitutional complaints can become more efficient tools in the protection of fundamental rights for those in need, as well.

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Gabriella Safran. "Authenticity, Complaint, and the Russianness of American Jewish Literature." Prooftexts 36, no. 3 (2018): 255. http://dx.doi.org/10.2979/prooftexts.36.3.02.

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Boffey, J. "WENDY SCASE, Literature and Complaint in England, 1272-1553." Notes and Queries 57, no. 1 (January 28, 2010): 122–23. http://dx.doi.org/10.1093/notesj/gjp231.

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Hanna, R. "WENDY SCASE. Literature and Complaint in England, 1272-1553." Review of English Studies 59, no. 238 (March 21, 2007): 137–38. http://dx.doi.org/10.1093/res/hgm156.

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Lala, Vishal, and Randi Priluck. "When Students Complain." Journal of Marketing Education 33, no. 3 (September 2, 2011): 236–52. http://dx.doi.org/10.1177/0273475311420229.

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This article explores the factors that influence students’ intention to complain following a bad classroom experience using a customer service framework from the marketing literature. An online survey was conducted with 288 participants using the critical incident approach. Results indicate that predictors of intention to complain differ based on the target of complaint behavior (school, friends, or unknown others) and the mode of complaint (in person or using the web). Specifically, the more dissatisfied students are, the more likely they are to complain to the school and to friends either in person or using the web but not to unknown others. Students complain to the school only if the effort involved is minimal and they believe the school will respond. Students complain to friends and unknown others in person if they feel the school will respond to negative press. Personal characteristics also influence intentions to complain. Students with a propensity to complain broadcast their negative experience via the web, grade conscious students tell their friends but only in person, and heavy social media users inform their friends using the web. Implications for faculty and administrators are discussed.

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Williams, Sean D. "Chaucer's the Complaint of Mars." Explicator 54, no. 3 (April 1996): 132–34. http://dx.doi.org/10.1080/00144940.1996.9934090.

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Roeske, Paulette. "Venus de Milo: Her Final Complaint." Chicago Review 35, no. 2 (1985): 50. http://dx.doi.org/10.2307/25305344.

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Bethlehem, Louise. "Pliant/compliant; Grace/Disgrace;Plaint/complaint." Scrutiny2 7, no. 1 (January 2002): 20–24. http://dx.doi.org/10.1080/18125441.2002.9709641.

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Sann, Raksmey, Pei-Chun Lai, Shu-Yi Liaw, and Chi-Ting Chen. "Predicting Online Complaining Behavior in the Hospitality Industry: Application of Big Data Analytics to Online Reviews." Sustainability 14, no. 3 (February 4, 2022): 1800. http://dx.doi.org/10.3390/su14031800.

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Purpose: This study aims to enrich the published literature on hospitality and tourism by applying big data analytics and data mining algorithms to predict travelers’ online complaint attributions to significantly different hotel classes (i.e., higher star-rating and lower star-rating). Design/methodology/approach: First, 1992 valid online complaints were manually obtained from over 350 hotels located in the UK. The textual data were converted into structured data by utilizing content analysis. Ten complaint attributes and 52 items were identified. Second, a two-step analysis approach was applied via data-mining algorithms. For this study, sensitivity analysis was conducted to identify the most important online complaint attributes, then decision tree models (i.e., the CHAID algorithm) were implemented to discover potential relationships that might exist between complaint attributes in the online complaining behavior of guests from different hotel classes. Findings: Sensitivity analysis revealed that Hotel Size is the most important online complaint attribute, while Service Encounter and Room Space emerged as the second and third most important factors in each of the four decision tree models. The CHAID analysis findings also revealed that guests at higher-star-rating hotels are most likely to leave online complaints about (i) Service Encounter, when staying at large hotels; (ii) Value for Money and Service Encounter, when staying at medium-sized hotels; (iii) Room Space and Service Encounter, when staying at small hotels. Additionally, the guests of lower-star-rating hotels are most likely to write online complaints about Cleanliness, but not Value for Money, Room Space, or Service Encounter, and to stay at small hotels. Practical implications: By utilizing new data-mining algorithms, more profound findings can be discovered and utilized to reinforce the strengths of hotel operations to meet the expectations and needs of their target guests. Originality/value: The study’s main contribution lies in the utilization of data-mining algorithms to predict online complaining behavior between different classes of hotel guests.

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Evans, Ruth. "Literature and Complaint in England 1272â1553 by Wendy Scase." Modern Language Review 104, no. 3 (2009): 833–34. http://dx.doi.org/10.1353/mlr.2009.0261.

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Frank, Rachel M., Mark A. Slabaugh, Robert C. Grumet, Walter W. Virkus, Charles A. Bush-Joseph, and Shane J. Nho. "Posterior Hip Pain in an Athletic Population: Differential Diagnosis and Treatment Options." Sports Health: A Multidisciplinary Approach 2, no. 3 (April 29, 2010): 237–46. http://dx.doi.org/10.1177/1941738110366000.

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Context: Posterior hip pain is a relatively uncommon but increasingly recognized complaint in the orthopaedic community. Patient complaints and presentations are often vague or nonspecific, making diagnosis and subsequent treatment decisions difficult. The purposes of this article are to review the anatomy and pathophysiology related to posterior hip pain in the athletic patient population. Evidence Acquisition: Data were collected through a thorough review of the literature via a MEDLINE search of all relevant articles between 1980 and 2010. Results: Many patients who complain of posterior hip pain actually have pain referred from another part of the body—notably, the lumbar spine or sacroiliac joint. Treatment options for posterior hip pain are typically nonoperative; however, surgery is warranted in some cases. Conclusions: Recent advancements in the understanding of hip anatomy, pathophysiology, and treatment options have enabled physicians to better diagnosis athletic hip injuries and select patients for appropriate treatment.

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Cardon, Allison. "Pamela's Complaint: Injury, Rights, and the Politics of Story." Novel 54, no. 1 (May 1, 2021): 65–84. http://dx.doi.org/10.1215/00295132-8868797.

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Abstract Pamela; or, Virtue Rewarded uses a literary form of legal complaint to argue that Pamela has been injured by B's violent advances. Richardson suggests that these advances should be treated as legal wrongs and that Pamela deserves to be righted. However, her social status and her servitude to her local justice of the peace make recourse impossible. Along with the rest of the characters, B rejects her complaint, insisting instead that it is his reputation that has been injured by Pamela's pleas and that he, not Pamela, stands in need of remedy. Their contest over harm and remedy is an allegory of common law justice for victims of sexual violence: it tends to treat their complaints as malevolent prosecutions, directing legal scrutiny toward the victims of sexual violence rather than toward its perpetrators. Richardson's political critique of the legal system engenders an outsider theory of rights. Institutional accounts of rights suggest that rights are personal attributes of the individual or the unique inheritance of the English subject, but Pamela argues that they arise out of political conflicts over what counts as harm and what harm should be remedied. Historians, political theorists, and literary critics tend to agree that the novel reflects and consolidates these institutional rubrics, but this reading shows that outsider demands for legal remedy pose a unique threat to institutional political power.

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Pereira, Felipe Ladeira, Luísa de Marilac de Alencar Pinheiro, Phelype Maia Araújo, LetíciaLiana Chihara, Renato Luiz Maia Nogueira, and Eduardo Sant'Ana. "Surgical Treatment of Posttraumatic Laterognathia: A Case Report and a Literature Review, Focused on the Effects of a Condylar Fracture on the Face." Craniomaxillofacial Trauma & Reconstruction 11, no. 3 (September 2018): 211–18. http://dx.doi.org/10.1055/s-0037-1601861.

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Facial asymmetry, following early childhood condylar trauma, is a common complaint among patients who seek surgical treatment. G.D.M., a 27-year-old male patient, sought professional help to correct his cosmetic flaw, caused by a condylar fracture when he was 8-years-old. After the proper orthodontic treatment, he underwent a double jaw orthognathic surgery and, 9 months later, a second one to correct the remaining asymmetry. Two years after this second procedure, the patient is still under surveillance and has no complaints.

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Rustici, Craig. "Muiopotmos: Spenser’s “Complaint” against Aesthetics." Spenser Studies 13 (January 1, 1999): 165–77. http://dx.doi.org/10.1086/spsv13p165.

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Nazaré, Gabriel Henrique Vieira de, Daniel Ferreira Cândido Godoi, Victor Luiz Barbosa Zacarias, Carlos Augusto de Jesus Oliveira Gonçalves, and Marcelo Newton Carneiro. "Surgery-First Approach in Orthognathic surgery: Literature review." Research, Society and Development 11, no. 13 (October 4, 2022): e173111335093. http://dx.doi.org/10.33448/rsd-v11i13.35093.

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The early benefit protocol in orthognathic surgery or surgery-first approach (SFA) has as its main idea the surgical approach before previous orthodontic preparation, in contrast to the idea of the traditional approach, which advocates a preoperative orthodontic treatment, which may present more uncomfortable for the patient when compared to surgery-first because it takes a very long time, discomfort during the orthodontic treatment, and the patient may present psychosocial problems related to the delay in the resolution of the main complaint and/or even the aggravation of such complaint due to attenuation of facial asymmetry resulting from the correct position of the teeth in the arches, and possible intra-oral complications related to hygiene and oral health with the use of intra-oral orthosis. The surgery-first approach is based on initially improving facial aesthetics, which is usually the patient's main complaint, and then moving on to the second stage of occlusal movement and alignment. This literature review aims to evaluate and compare the findings regarding the conventional protocol. and the suggestion-first protocol. A MEDLINE search. Inclusion criteria were 1) human study and 2) orthognathic surgery with surgical-first approach or equivalent, and 3) three-dimensional planning with virtual flow in a suggestion-first approach. After an evaluation of the contemporary literature, it was concluded that this approach is positive when related to treatment time, patient's quality of life, post-surgical orthodontic time and occlusal stability. Overall, the SFA achieved optimal results comparable to the conventional protocol regarding treatment success.

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Deria, Irma Monika Desi, and Ryzki Wiryawan. "Pengaruh Pemanfaatan Teknologi Informasi dan Handling Complaint Terhadap Minat Nasabah Menggunakan Internet Banking di Bank BRI Syariah Kantor Cabang Pembantu Majalaya." Journal of Applied Islamic Economics and Finance 2, no. 2 (February 28, 2022): 238–51. http://dx.doi.org/10.35313/jaief.v2i2.3680.

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This research is motivated by fluctuations in customer interest. Based on the results of the study, it shows that the cause of the fluctuation in customer interest is influenced by the use of Information Technology and Handling Complaints at Bank BRI Syariah Majalaya Sub-Branch Office. This study aims to determine how the influence of the use of information technology and complaint handling on customer interest in using internet banking at Bank BRI Syariah KCP Majalaya. Either partially or simultaneously. The object of this research is the use of information technology, complaint handling and customer interest at Bank BRI Syariah Majalaya Sub-Branch Office. As for the type of research using associative quantitative research and the type of data using primary data. Collecting data through observation, interviews, literature study and questionnaires. The sample in this study used probability sampling with a simple random sampling technique. The results of the study show that there is an effect of the use of information technology on customer interest with the results of the t test where the value of tcount > ttable (8,820 > 1.29471). There is an effect of handling complaints on customer interest with the results of the t-test where the value of tcount > ttable (7.147 > 1.29471). Simultaneously there is an effect of the use of information technology and complaint handling on customer interest with the results of the F test that Fcount > Ftable (39.249 > 4.95)

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REES, JOAN. "SIDNEY AND A LOVER'S COMPLAINT." Review of English Studies XLII, no. 166 (1991): 157–67. http://dx.doi.org/10.1093/res/xlii.166.157.

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Acuña Ferreira, Virginia. "Complaint stories in male contexts." Spanish in Context 1, no. 2 (September 9, 2004): 181–213. http://dx.doi.org/10.1075/sic.1.2.03acu.

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Gender and discourse studies have traditionally reacted to the negative dominant beliefs on women’s gossip by defending its role in the construction of female solidarity. This perspective proves inadequate to the extent that it ignores particular forms of female gossip which highlight patterns of competition between women and excludes the possibility that men could engage in the practice of gossip too. In this article, I aim to contribute to recent research documenting men’s gossip by analysing complaint stories about third parties among men, a variety of gossip first analysed by Günthner (1997) in female contexts. The analysis highlights the emergence of patterns of emotions display which have not been previously found in women’s complaint stories. I conclude by emphasizing the importance of addressing talk in both female and male contexts in gender and discourse studies, to avoid the perpetuation of stereotyped images of women’s and men’s talk.

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Victoria Kahn. "Job’s Complaint in Paradise Regained." ELH 76, no. 3 (2009): 625–60. http://dx.doi.org/10.1353/elh.0.0056.

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Diana, Venny. "Literature Review : Effect of Static Conditions on Musculoskeletal Disorders (MSDs)." Basic and Applied Nursing Research Journal 2, no. 2 (December 31, 2021): 52–59. http://dx.doi.org/10.11594/banrj.02.02.04.

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Musculoskeletal disorders are disorders that occur in one of the skeletal organs or muscles of the body such as congenital abnormalities in the upper and lower extremities, nerve and muscle disorders, inflammatory infections of bones and joints, musculoskeletal metabolic disorders, degenerative musculoskeletal disorders (spine, upper extremities) and below). The study aimed To analyze the static condition of the workers' complaints of musculoskeletal disorders (MSDs). Using literature review with scoping review method. The data was collected through internet searches using Google Scholar and PubMed with the keywords static conditions, complaints of MSDs, ergonomic position, musculoskeletal disorders, the influence of static conditions, with a range of research years is 2015-2020. Results found 83 articles matching the keyword. A review of 9 research articles that met the inclusion criteria found 4 aspects, namely the factor of length of work more than 1 year, age, working hours and using the same extremity for a long period of time will increase the risk of MSDs, Doing work in awkward positions for 5- 8 hours/day increases the risk of MSDs in workers, especially nurses, The emergence of MSDs symptoms is higher in women, namely in the lower back and neck area, The pain felt due to MSDs disorders can be severe, namely in the lower back, shoulders, neck, wrists , knees and ankles. There is a relationship with static positions/non-ergonomic conditions at work, these non-ergonomic conditions do not directly cause complaints but in the long term complaints will arise. The female gender is at high risk of experiencing MSDs, the length of work and length of time working will affect the emergence of MSDs, there are 12 static conditions found in someone when doing work, the main complaint that appears in MSDs is pain.

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Dean, James M. "Mars the Exegete in Chaucer's Complaint of Mars." Comparative Literature 41, no. 2 (1989): 128. http://dx.doi.org/10.2307/1770972.

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Rust, P. A., and T. Bennett. "AN UNCOMMON CAUSE FOR A COMMON COMPLAINT." Hand Surgery 14, no. 02n03 (January 2009): 131–34. http://dx.doi.org/10.1142/s0218810409004360.

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Infective tenosynovitis is an uncommon cause of a common condition namely carpal tunnel syndrome. Following an extensive review of the literature, we report what we understand to be the first published case of Mycobacterium kansasii (M. kansasii) causing tenosynovitis of flexor tendons resulting in carpal tunnel syndrome in Australia. Our case highlights the need for a high level of suspension, histology and appropriate culture with specific microbiological tests for atypical mycobacteria where tenosynovitis is present at carpal tunnel surgery, even in patients who do not appear to have risk factors.

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Sharma, Indira, Raj Kumar Srivastava, and Reet Sharma. "Four Major Defenses Against #Metoo Allegations Are Not Tenable." Journal of Psychosexual Health 1, no. 2 (April 2019): 180–82. http://dx.doi.org/10.1177/2631831819859685.

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Introduction: The “Me too” movement against sexual harassment has spread in a big way on the social media with many men defending the allegations against them. Aim: To examine the current evidence on the 4 major defenses against sexual harassment—consensual sexual behavior, behavior as “normal,” complaint without proof has no meaning, and long delay in filing complaints. Method: The literature on “Metoo” movement against sexual harassment was retrieved and critically examined to determine the extent to which it supports the 4 defenses. Conclusion: The 4 major defenses against #Metoo allegations are not tenable.

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Demirgunes, Banu Kulter, and Mutlu Yuksel Avcilar. "The Effect of Cognitive Dissonance on External Information Search and Consumer Complaint Responses." International Journal of Business Administration 8, no. 2 (February 24, 2017): 57. http://dx.doi.org/10.5430/ijba.v8n2p57.

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The cost of influencing a new customer rapidly increases and exceeds the cost of retaining existing customer. Thus, companies tend to be more concerned with customer retention. Keeping their current market share is one of the important tasks for companies. Understanding why customers complain and switch from one company to another help companies to retain their customers. One of the reasons consumers engage in negative responses can result from dissonance experienced after purchase. The concept cognitive dissonance has been studied widely in the literature of consumer behavior. However, there are few studies discussing the relation between cognitive dissonance (its dimensions) and consumers’ complaint responses. This study adopts the 22-item scale of Sweeney et al. (2000) in order to evaluate consumers’ level of cognitive dissonance after purchasing a smartphone. This study offers three dimensions of cognitive dissonance –emotion, wisdom of purchase and concern over deal- as the predictors of external information search and consumer complaint responses. This study tests whether cognitive dissonance has significant effects on consumers’ search for external information, and in turn, on consumers’ complaint and switching intention. The empirical analysis was carried out based on the data gathered by 400 smartphone users, living in Ankara, the capital city of Turkey. The survey result was analyzed by using Partial Least Squares (PLS-PM) analysis method. The results reveal that when consumers feel emotional and rational inconsistencies after smartphone purchasing, they need information from external sources (such as asking friends, relatives, other stores), and this information search behavior leads to negative consumer responses as complaint and switching intention.

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Aebischer, Gaspard, and Philip Alexander Rieder. "Awaking insomnia: sleeplessness in the 19th century through medical literature." Medical Humanities 46, no. 3 (November 1, 2019): 340–47. http://dx.doi.org/10.1136/medhum-2019-011683.

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Sleep disorders have received growing public and scientific attention in the last decades. Scientific research and publications on sleeplessness are ongoing and considerable progress has been made on the medical understanding of sleep. And yet, insomnia affects an ever-growing number of people around the globe and remains both a difficult and common complaint general practitioners have to deal with on a daily basis. Sleeplessness is not new, although its transformation from a state of accepted wake to that of exasperating insomnia is a relatively recent transition in which, this article argues, Western medicine took an active part. In the 19th century, the theorisation of different nervous disorders and later of neurasthenia shaped the transformation of insomnia from a constituent of everyday life into a pathology. Based on research in French medical journals published in the second half of the 19th century, this article retraces a succession of medical paradigms for sleeplessness, including ‘symptomatic insomnia’, ‘nervous insomnia’ and interestingly, ‘insomnia’ as a key element in neurasthenia theories. The analysis of medical discourse in all successive theories reveals the decisive influence of physicians in the medicalisation of insomnia, their sociocultural representations echoing patient’s complaints as well as professional imperatives.

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Scott-Baumann, Elizabeth, and Ben Burton. "Shakespearean Stanzas? Venus and Adonis, Lucrece, and Complaint." ELH 88, no. 1 (2021): 1–26. http://dx.doi.org/10.1353/elh.2021.0005.

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Janković, Radenko. "Complaint Against Orders for Non-Compliance and Suspension of Investigations // Pritužba protiv naredbi o nesprovođenju i obustavi istrage." Годишњак факултета правних наука - АПЕИРОН 8, no. 8 (July 24, 2018): 206. http://dx.doi.org/10.7251/gfp1808206j.

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Until the beginning of the twentieth century the reform of criminal procedural laws in Bosnia and Herzegovina from the decision of the public prosecutor to reject the criminal complaint and to give up the prosecution during the investigation, which he was dissatisfied with, the injured party could be protected by peicing criminal prosecution. The prosecution investigation was accepted by the reform. The concept of the injured party as a subsidiary prosecutor has been abandoned and for the first time we received the complaint as a new legal remedy against the orders of the public prosecutor on non-implementation and suspension of the investigation. Although a significant legal remedy, it is relatively rare and superficially addressed in our professional literature. Some issues were raised. The issue of its effectiveness is particularly questioned, ie whether it is an appropriate replacement for an earlier decision by which the injured party had the right to take over prosecution. In order to respond to this, but also some other allegations, the author conducted a comprehensive survey that included complaints against orders for non-implementation and suspended investigations in the District Public Prosecutor’s Office in Banja Luka in the period from 2011 to 2017. Reviewing this issue should contribute to a better understanding of the complaint, its more correct application, and new legal solutions that better suit our conditions, practical needs and theoretical settings.

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Thorne, Alison. "‘Large complaints in little papers’: negotiating Ovidian genealogies of complaint in Drayton's Englands Heroicall Epistles." Renaissance Studies 22, no. 3 (June 2008): 368–84. http://dx.doi.org/10.1111/j.1477-4658.2008.00511.x.

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Ozturk, Onur, and Mustafa Yasin Selcuk. "A Chronic Psychogenic Vomiting Case of Dramatic Response to Escitalopram." International Journal of Medicine and Surgery 3, no. 1 (June 26, 2016): 30–31. http://dx.doi.org/10.15342/ijms.v3i1.91.

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This case report describes the treatment of an interesting patient with vomiting for years. The patient admitted to the family health center with chronic vomiting and weight loss. Her physical examination was unremarkable. The complaint of patient in who organic pathogen were excluded by biochemical and radiological examinations was evaluated psychologically; her complaints were ended following the initiation of escitalopram therapy unlike previous treatment. In this report, we represent a specific patient for the escitalopram treatment and thanks to this, it contributes a unique sample to the literature about escitalopram usage in the treatment of chronic vomiting.

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Spencer, E. Mariah. "“Earth's Complaint” and other SF Poems by Margaret Cavendish." Science Fiction Studies 46, no. 1 (2019): 159–65. http://dx.doi.org/10.1353/sfs.2019.0027.

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Spencer. "“Earth's Complaint” and other SF Poems by Margaret Cavendish." Science Fiction Studies 46, no. 1 (2019): 159. http://dx.doi.org/10.5621/sciefictstud.46.1.0159.

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Journal articles on the topic 'Complaint literature'

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