Literatura académica sobre el tema "Complaint"
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Artículos de revistas sobre el tema "Complaint"
Armstrong, Christine, Alicia Kulczynski y Stacey Brennan. "For all to see: social risk and observable complaining on Facebook". European Journal of Marketing 56, n.º 1 (14 de octubre de 2021): 31–71. http://dx.doi.org/10.1108/ejm-07-2020-0517.
Texto completoKarafoti, Eleni. "Attending to a possible complaint". Journal of Language Aggression and Conflict 7, n.º 2 (24 de septiembre de 2019): 269–92. http://dx.doi.org/10.1075/jlac.00030.kar.
Texto completoH.A. Bijmolt, Tammo, Eelko K.R.E. Huizingh y Adriana Krawczyk. "Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet". Internet Research 24, n.º 5 (30 de septiembre de 2014): 608–28. http://dx.doi.org/10.1108/intr-03-2012-0056.
Texto completoMingqiang, Zhou. "Abstracts of the Chinese papers in English". Chinese as a Second Language Research 4, n.º 1 (1 de mayo de 2015): 137–40. http://dx.doi.org/10.1515/caslar-2015-0008.
Texto completoBingham, June. "A Complaint against Complaints". Annals of Internal Medicine 138, n.º 1 (7 de enero de 2003): 73. http://dx.doi.org/10.7326/0003-4819-138-1-200301070-00017.
Texto completoHumphreys, John S., Terri A. Meehan-Andrews, Judith A. Jones, Lynn D. Griffin, Bethia A. Wilson y Karly B. Smith. "How do rural consumers contribute to quality assurance of health services?" Australian Health Review 29, n.º 4 (2005): 447. http://dx.doi.org/10.1071/ah050447.
Texto completoSMILANSKY, SAUL. "The Paradox of Moral Complaint". Utilitas 18, n.º 3 (21 de agosto de 2006): 284–90. http://dx.doi.org/10.1017/s0953820806002044.
Texto completoSulistyowati, Endah y Danny Wibowo. "Consumer Complaint Behavior (CCB) of Jombang Health Card (KJS) for increasing health facility service". Journal of Economics, Business & Accountancy Ventura 18, n.º 1 (2 de junio de 2015): 121. http://dx.doi.org/10.14414/jebav.v18i1.388.
Texto completoKusumanugraha, Yaffi Arrizki. "The Evaluation of Foreman Competency Suitability on Consumer Complaints". Jurnal Teknik Sipil dan Perencanaan 20, n.º 2 (29 de noviembre de 2018): 117–22. http://dx.doi.org/10.15294/jtsp.v20i2.16172.
Texto completoKuster-Boluda, Amparo, Natalia Vila Vila y Ines Kuster. "Managing international distributors’ complaints: an exploratory study". Journal of Business & Industrial Marketing 35, n.º 11 (4 de abril de 2020): 1817–29. http://dx.doi.org/10.1108/jbim-11-2018-0336.
Texto completoTesis sobre el tema "Complaint"
Yuen, Chi-chung Laurence y 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.
Texto completoTronvoll, 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.
Texto completoIt 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.
Mukherjee, Indraneel. "Edmund Spenser and the complaint". Thesis, University of Cambridge, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.621677.
Texto completoTronvoll, 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.
Texto completode, 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.
Texto completoNavorsing 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
Unrestricted
YANG, BEIYAO y 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.
Texto completoMarsland, 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.
Texto completoFigueroa, Sánchez Camila. "Is finance most binding constraint or complaint". Tesis, Universidad de Chile, 2014. http://www.repositorio.uchile.cl/handle/2250/129906.
Texto completoAutor no autoriza el acceso a texto completo de su documento
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.
Dubova, V. O. "Establishing of constitional complaint institute in Ukraine". Thesis, Сумський державний університет, 2014. http://essuir.sumdu.edu.ua/handle/123456789/35032.
Texto completoYaryan, Elizabeth C. "Special education complaint management: A national profile". W&M ScholarWorks, 1992. https://scholarworks.wm.edu/etd/1539618712.
Texto completoLibros sobre el tema "Complaint"
Ahmed, Sara. Complaint! Durham: Duke University Press, 2021.
Buscar texto completoRoth, Philip A. Portnoy's complaint. New York: Vintage International, 1994.
Buscar texto completoRoth, Philip A. Portnoy's complaint. Harmondsworth: Penguin, 1986.
Buscar texto completoRoth, Philip A. Portnoy's complaint. New York: Random House, 2002.
Buscar texto completoLehman, Ernest y Sidney Beckerman. Portnoy's complaint. [Burbank, CA]: Warner Bros. Entertainment Inc., 2012.
Buscar texto completoThe complaint. London: Nick Hern Books, 2012.
Buscar texto completoRoth, Philip A. Portnoy's complaint. New York: Simon & Schuster, 1991.
Buscar texto completoRoth, Philip A. Portnoy's complaint. London: Vintage, 1995.
Buscar texto completoSilverman, Bruce. How to complain for fun and profit. [S.l.]: Mario Schulzke, 2008.
Buscar texto completoStaadt, Jochen. Eingaben: Die institutionalisierte Meckerkultur in der DDR : Goldbrokat, Kaffee-Mix, Büttenreden, Ausreiseanträge u. andere Schwierigkeiten mit den Untertanen. Berlin: Forschungsverbund SED-Staat, 1996.
Buscar texto completoCapítulos de libros sobre el tema "Complaint"
Smith, Rosalind, Michelle O'Callaghan y Sarah C. E. Ross. "Complaint". En A Companion to Renaissance Poetry, 339–52. Chichester, UK: John Wiley & Sons, Ltd, 2018. http://dx.doi.org/10.1002/9781118585184.ch25.
Texto completoStauss, Bernd y Wolfgang Seidel. "Complaint Evaluation". En Management for Professionals, 205–33. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_10.
Texto completoStauss, Bernd y Wolfgang Seidel. "Complaint Reporting". En Management for Professionals, 305–28. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_12.
Texto completoStauss, Bernd y Wolfgang Seidel. "Complaint Stimulation". En Management for Professionals, 85–105. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_6.
Texto completoStauss, Bernd y Wolfgang Seidel. "Complaint Acceptance". En Management for Professionals, 107–38. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_7.
Texto completoStauss, Bernd y Wolfgang Seidel. "Complaint Processing". En Management for Professionals, 139–59. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_8.
Texto completoStauss, Bernd y Wolfgang Seidel. "Complaint Reaction". En Management for Professionals, 161–204. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_9.
Texto completoWard, Tracey, Raphael Bernier, Cora Mukerji, Danielle Perszyk, James C. McPartland, Ellen Johnson, Susan Faja et al. "Formal Complaint". En 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.
Texto completoManuel, Kellerbauer y Pablo Alfonso Lamadrid de. "Part I Antitrust Rules (Articles 101 and 102 TFEU), 12 Rejection of Complaints". En EU Competition Procedure. Oxford University Press, 2022. http://dx.doi.org/10.1093/law-ocl/9780198799412.003.0012.
Texto completoStegner, Paul D. "Complaint". En The Oxford History of Poetry in English, 334–50. Oxford University Press, 2022. http://dx.doi.org/10.1093/oso/9780198830696.003.0019.
Texto completoActas de conferencias sobre el tema "Complaint"
Samonte, Mary Jane C., Justine Marl Q. Arganza, Carl Matthew E. Aurelio y Princess Dianne A. Gonzales. "E-Complaint". En 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.
Texto completoSangroya, Amit, C. Anantaram, Pratik Saini y Mrinal Rawat. "Extracting Latent Beliefs and using Epistemic Reasoning to Tailor a Chatbot". En 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.
Texto completoRodzman, Shaiful Bakhtiar bin, Siti Suhaima binti Suhaili, Normaly Kamal Ismail, Nurazzah Abd Rahman, Syed Ahmad Aljunid y Aslida binti Omar. "Domain Specific Classification of Malay Based Complaints using the Complaint Concept Ontologies". En 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.
Texto completoDahy, Flávia, Aline Matos, Thais Romano, Rosa Maria Marcusso, Tatiane Assone, Camila Romano, Augusto Penalva de Oliveira y Jerusa Smid. "COVID-19 - RELATED COGNITIVE IMPAIRMENT IN PATIENTS FOLLOWED AT A REFERRAL CENTER IN SÃO PAULO, BRAZIL". En 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.
Texto completoRazali, Razulaimi y Jafreezal Jaafar. "Complaint handling theoretical framework". En 2012 International Conference on Computer & Information Science (ICCIS). IEEE, 2012. http://dx.doi.org/10.1109/iccisci.2012.6297275.
Texto completoKormpho, Pattamaporn, Panida Liawsomboon, Narut Phongoen y Siripen Pongpaichet. "Smart Complaint Management System". En 2018 Seventh ICT International Student Project Conference (ICT-ISPC). IEEE, 2018. http://dx.doi.org/10.1109/ict-ispc.2018.8523949.
Texto completoYance Nanlohy, Lucan, Eko Mulyanto Yuniarno y Supeno Mardi Susiki Nugroho. "Classification of Public Complaint Data in SMS Complaint Using Naive Bayes Multinomial Method". En 2020 4th International Conference on Vocational Education and Training (ICOVET). IEEE, 2020. http://dx.doi.org/10.1109/icovet50258.2020.9229941.
Texto completoKandhari, Vishesh K. y Keertika D. Mohinani. "GPS based complaint redressal system". En 2014 IEEE Global Humanitarian Technology Conference - South Asia Satellite (GHTC-SAS). IEEE, 2014. http://dx.doi.org/10.1109/ghtc-sas.2014.6967558.
Texto completoNaik, Abhishek, Apurva Saksena, Kumaresan Mudliar, Ayesha Kazi, Prerna Sukhija y Renuka Pawar. "Secure Complaint bot using Onion Routing Algorithm Concealing identities to increase effectiveness of complain bot". En 2018 Second International Conference on Electronics, Communication and Aerospace Technology (ICECA). IEEE, 2018. http://dx.doi.org/10.1109/iceca.2018.8474839.
Texto completoRahman, Mohd Khirzanbadzli A. "Public Complaint Behaviour and Satisfaction with Complaint Handling in the Malaysian Mobile Phone Services Industry". En ISSC 2016 International Conference on Soft Science. Cognitive-crcs, 2016. http://dx.doi.org/10.15405/epsbs.2016.08.112.
Texto completoInformes sobre el tema "Complaint"
Morrison, Dawn, Edward Nykaza y Nicole Wyant. To complain or not to complain : spatial analysis of complaint behavior around military installations. Engineer Research and Development Center (U.S.), junio de 2018. http://dx.doi.org/10.21079/11681/27355.
Texto completoFalk, J., ed. Complaint Feedback Loop Operational Recommendations. RFC Editor, noviembre de 2011. http://dx.doi.org/10.17487/rfc6449.
Texto completoSodbinow, Emmanuel. Pegasystem' Pegacarechain Complaint Management System. Boston, MA: Patricia Seybold Group, marzo de 2002. http://dx.doi.org/10.1571/pr3-21-02cc.
Texto completoCarey, William. The complaint process in protective services for children. Portland State University Library, enero de 2000. http://dx.doi.org/10.15760/etd.918.
Texto completoNykaza, Edward T., Kathleen Hodgdon, Trent Gaugler, Peg Krecker y George Luz. An Investigation of Community Attitudes Toward Blast Noise: Complaint Survey Protocol. Fort Belvoir, VA: Defense Technical Information Center, octubre de 2010. http://dx.doi.org/10.21236/ada575281.
Texto completoNykaza, Edward T., Kathleen Hodgdon, Gloria Wienke, Trent Gaugler, Peg Krecker y George Luz. An Investigation of Community Attitudes Toward Blast Noise. Complaint Survey Protocol. Fort Belvoir, VA: Defense Technical Information Center, abril de 2012. http://dx.doi.org/10.21236/ada561216.
Texto completoValenti, Joe. Financial Pain Points for Older Consumers: A Look at the CFPB Complaint Database. Washington, DC: AARP Public Policy Institute, septiembre de 2021. http://dx.doi.org/10.26419/ppi.00147.001.
Texto completoLewis, Pat. Implementing an Impartial Panel as a Cost Avoidance Mechanism in Equal Employment Opportunity Complaint Resolution. Fort Belvoir, VA: Defense Technical Information Center, enero de 1995. http://dx.doi.org/10.21236/ada298251.
Texto completoAggens, Lorenz W. When People Complain Using Communication, Negotiation and Problem Solving to Resolve Complaints. Fort Belvoir, VA: Defense Technical Information Center, junio de 1991. http://dx.doi.org/10.21236/ada238902.
Texto completoAndrade Scroferneker, Cleusa Maria, Lidiane Ramirez Amorim y 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, diciembre de 2013. http://dx.doi.org/10.5783/rirp-6-2013-03-29-50.
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