Rozprawy doktorskie na temat „Complaint”
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Yuen, Chi-chung Laurence, i 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.
Pełny tekst źródłaTronvoll, 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.
Pełny tekst źródłaIt 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.
Pełny tekst źródłaTronvoll, 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.
Pełny tekst źródłade, 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.
Pełny tekst źródłaNavorsing 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, i 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.
Pełny tekst źródłaMarsland, 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.
Pełny tekst źródłaFigueroa, Sánchez Camila. "Is finance most binding constraint or complaint". Tesis, Universidad de Chile, 2014. http://www.repositorio.uchile.cl/handle/2250/129906.
Pełny tekst źródłaAutor 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.
Pełny tekst źródłaYaryan, Elizabeth C. "Special education complaint management: A national profile". W&M ScholarWorks, 1992. https://scholarworks.wm.edu/etd/1539618712.
Pełny tekst źródłaNgae, A. Njama Alain Patrick. "After Sales service : Complaint to Service Recovery Improvement". Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-23031.
Pełny tekst źródłaHernandez, Roberto. "Exploring access to NAFTA's environment commission complaint process". Thesis, McGill University, 2003. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=19769.
Pełny tekst źródłaMikhailov, Andrey, Kungaba Cedric Pefok i Adnan Yousaf. "The pattern of customer complaint behaviour in public transportation :". Thesis, Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-6473.
Pełny tekst źródłaThe Service and Market Oriented Transport Research Group
Tang, Libo, i 唐立波. "Complaint mechanism modeling and applications with haptic aided evaluation". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2008. http://hub.hku.hk/bib/B40887947.
Pełny tekst źródłaSmith, Katherine Jo. "Ovidian female-voiced complaint poetry in early modern England". Thesis, University of Warwick, 2016. http://wrap.warwick.ac.uk/95225/.
Pełny tekst źródłaTang, Libo. "Complaint mechanism modeling and applications with haptic aided evaluation". Click to view the E-thesis via HKUTO, 2008. http://sunzi.lib.hku.hk/hkuto/record/B40887947.
Pełny tekst źródłaSäfwenberg, Urban. "Presenting complaint and mortality in non-surgical emergency medicine patients". Doctoral thesis, Uppsala University, Department of Medical Sciences, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-8583.
Pełny tekst źródłaIn 1995 and 2000 a total of 29 886 non surgical ED visits at Uppsala University Hospital were registered. Presenting complaint, admittance to a ward, length of stay, in-hospital mortality, discharge diagnoses, 30-day and long-term mortality were registered. The presenting complaints were sorted into 33 presenting complaint groups (PCGs).
For different PCGs there was different in-hospital fatality rate. Compared to the largest PCG, chest pain, the gender and age adjusted OR was 2.12 (95% CI 1.01 – 4.44) for the miscellaneous complaint group and 2.04 (95 % CI 1.35 – 3.08) for the stroke–like symptom group. Within a given PCG the in-hospital mortality could vary depending on discharge diagnoses. By relating PCG and long term mortality to the expected mortality in the population, the Standardized Mortality Ratio (SMR) could be calculated. The SMR was found to be highest in seizure 2.62 (95 % CI 2.13 – 3.22), intoxication 2.51 (95% CI 2.11-2.98) and symptoms of asthma 1.8 (1.65 – 2.06). For the same discharge diagnoses the long term mortality could differ considerably depending on PCG at ED arrival (p<0.001).
Between 1995 and 2000 there was a 30 % increase in ED visits at the non surgical ED. PCGs representing lesser severe conditions had increased. Demographic changes could account for 45 % of the increment and the remaining increase could be ascribed to change in visiting pattern.
In the 2000 cohort 41.0 % of all visits were performed by re-visitors. The number of revisits and five-year mortality had an inversed u-shaped relationship were patients with three re-visits within the same year had an increased mortality compared to patients with more or less visits.
Conclusion: It is possible to define presenting complaint groups (PCGs) that are robust and consistent over time and useful as a tool for epidemiological studies in the ED.
Clarnette, Roger M. "Predictors of cognitive decline in those with subjective memory complaint". University of Western Australia. School of Psychiatry and Clinical Neurosciences, 2008. http://theses.library.uwa.edu.au/adt-WU2008.0245.
Pełny tekst źródłaGarner-Mack, Naomi Jayne. "Eighteenth-century women writers and the tradition of epistolary complaint". Thesis, University of Oxford, 2013. http://ora.ox.ac.uk/objects/uuid:a4b7a20d-b36f-4657-929b-e5f375a49cd7.
Pełny tekst źródłaSato, Keiko. "A COMPARATIVE STUDY OF COMPLAINT SEQUENCES IN ENGLISH AND JAPANESE". Diss., Temple University Libraries, 2010. http://cdm16002.contentdm.oclc.org/cdm/ref/collection/p245801coll10/id/63828.
Pełny tekst źródłaEd.D.
A small but important set of studies on complaint speech acts have been focused on certain aspects of native speaker (NS) and non-native speaker (NNS) complaints such as strategy use and native speaker judgment, (Du, 1995; House & Kasper, 1981; Morrow, 1995; Murphy & Neu, 1996; Olshtein & Weinbach, 1987; Trosborg, 1995). However, few researchers have comprehensively researched complaint interactions. Complaining to the person responsible for the complainable (as opposed to complaining about a third party or situation) is a particularly face-threatening speech act, with social norms that vary from culture to culture. This study was an investigation of how Japanese and Americans express their dissatisfaction to those who caused it in their native language and in the target language (Japanese or English). The data analyzed are from the role-play performances of four situations by ten dyads in each of four groups (native speakers of Japanese speaking Japanese to a Japanese (JJJ), native speakers of English speaking English to an American (EEE), native speakers of Japanese speaking English to a native speaker of English (JEE), and native speakers of English speaking Japanese to a native speaker of Japanese (EJJ). The complaint categories used in this study represent a pared-down version of Trosborg's (1995) categories based on two criteria: (a) hinting or mentioning complainable and (b) negative assessment of the complainer's action or of the complainer as a person. The following characteristics of the complaint interactions were analyzed: (a) the length of interactions in terms of the number of turns, (b) complaint strategies used by complainers, (c) initial complaint strategies used by complainers, (d) the comparison of S1Hint and S2Cmpl as the initial position, (e) interaction flow in terms of complaint severity levels, 6) strategies employed by complainees, and (f) flow of complaint interactions between complainers and complainees. The results indicate some differences between the groups of native speakers of English and Japanese in the length of their interactions and the use of strategies by complainers and complainees. In general, complaint sequences in English were shorter, and the complaint strategies used by the JJJ group were less indirect than those used by the EEE group. Several prototypical complaint sequences are described. Concerning the use of strategies, the JEE and EJJ groups used strategies more in line with those employed by target language speakers, rather than by speakers of their own language. An attempt is made to account for the different characteristics of English and Japanese complaints in terms of linguistic resources. Pedagogical implications are also highlighted.
Temple University--Theses
Kim, Y. R. "A cross-cultural study on complaint letters : Australian and Korean". Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 1996. https://ro.ecu.edu.au/theses/942.
Pełny tekst źródłaBeltrán, Palanques Vicente. "Complaint sequences across proficiency levels: the contribution of pragmatics and multimodality". Doctoral thesis, Universitat Jaume I, 2016. http://hdl.handle.net/10803/398842.
Pełny tekst źródłaThe aim of this thesis is to contribute to the research on interlanguage pragmatics and multimodality. The main purpose is to explore how learners at different proficiency levels perform complaints and responses to complaints following a conversation analysis approach (Kasper, 2006). Furthermore, a multimodal conversation analysis is conducted in order to examine how different modes interact in the construction of the conversation. To meet the objectives of the thesis, the theoretical framework presented in the study focused on the nature of pragmatics (Crystal, 1985; Leech, 1983; Thomas, 1983), interlanguage pragmatics (Kasper & Blum-Kulka, 1993), conversation analysis (Sacks et al., 1974), proficiency (e.g. Al-Gahtani & Roever, 2012), the speech act of complaints (e.g. Trosborg, 1995; Laforest, 2002), and multimodality (Jewitt, et al., 2016). This framework served to explore participants' performance of complaints sequences at different proficiency levels, specific conversational features such as backchannel and overlapping, paralanguage and kinesics.
Owley, Steven A. "The Voice of Complaint: A Study in Political and Moral Rhetoric". The Ohio State University, 1999. http://rave.ohiolink.edu/etdc/view?acc_num=osu1394792946.
Pełny tekst źródłaOwley, Steven A. "The voice of complaint : a study in political and moral rhetoric /". The Ohio State University, 2000. http://rave.ohiolink.edu/etdc/view?acc_num=osu1488191667185118.
Pełny tekst źródłaFløysvik, Ingvar. "When God becomes your enemy the theology of the complaint Psalms /". Theological Research Exchange Network (TREN), 1994. http://www.tren.com.
Pełny tekst źródłaHoggatt, Celia. "Abuse Factors, Anxiety, and Somatic Complaint in Psychological Evaluation of Pain Patients". Honors in the Major Thesis, University of Central Florida, 2005. http://digital.library.ucf.edu/cdm/ref/collection/ETH/id/762.
Pełny tekst źródłaBachelors
Arts and Sciences
Psychology
Shuck, Gail Ellen. "Imagining the native speaker: The poetics of complaint in university student discourse". Diss., The University of Arizona, 2001. http://hdl.handle.net/10150/280264.
Pełny tekst źródłaPierce, Suzanne Marie. "Expectations and experience of complaints and notifications about registered health professionals in the Australian national and NSW regulatory systems: A comparative study of complaints and notifications from the perspective of ‘system users’". Thesis, The University of Sydney, 2017. http://hdl.handle.net/2123/17985.
Pełny tekst źródłaHennum, Anette Ruud. "Cooperative or complaint : A study of partnerships between development actors in Bulawayo, Zimbabwe". Thesis, Norges teknisk-naturvitenskapelige universitet, Geografisk institutt, 2011. http://urn.kb.se/resolve?urn=urn:nbn:no:ntnu:diva-17023.
Pełny tekst źródłaSchwab, Pierre-Nicolas. "Online complaint handling practices and the role of politeness in firm-customer interactions". Doctoral thesis, Universite Libre de Bruxelles, 2015. http://hdl.handle.net/2013/ULB-DIPOT:oai:dipot.ulb.ac.be:2013/217742.
Pełny tekst źródłaDoctorat en Sciences économiques et de gestion
info:eu-repo/semantics/nonPublished
Fang, Qiang. "A hot potato the Chinese complaint systems from early times to the present /". online access from Digital Dissertation Consortium, 2006. http://libweb.cityu.edu.hk/cgi-bin/er/db/ddcdiss.pl?3213651.
Pełny tekst źródłaMcConnell, Aaron. "End-to-end performance monitoring and SLA-complaint resource optimisation in cloud computing". Thesis, University of Ulster, 2012. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.588494.
Pełny tekst źródłaSantos, Emmylou C. "Effects of patient and physician gender on the assessment of a medical complaint". Scholarly Commons, 2003. https://scholarlycommons.pacific.edu/uop_etds/2725.
Pełny tekst źródłaSeih, Yi-Tai. "Why we complain : a two-factor model of complaining in language use". 2013. http://hdl.handle.net/2152/21366.
Pełny tekst źródłatext
COTHRAN, STEPHANIE, i 柯. 美. 恩. "EFL Learners’ Complaint and Complaint Response Strategies in a Taiwanese Context". Thesis, 2018. http://ndltd.ncl.edu.tw/handle/zbqv7h.
Pełny tekst źródła東海大學
外國語文學系
106
In recent years, there has been increasing interest in investigating the speech act of complaints. Much recent research has focused on cross-cultural studies in the differences between English and another language, while there are limited studies on interlanguage transfer in an Asian context. Interlanguage transfer plays a significant role to determine the extent to which language learners may communicate appropriately in target languages. To fill the literature gap, the purpose of this study is to investigate the interlanguage transfer of First language (L1) Mandarin Chinese and Second language (L2) English through examining the significant differences, if any, of complaint strategies and complaint response strategies employed by EFL learners. Furthermore, this study also investigates whether there are any significant differences in Taiwanese EFL learners’ frequency of opting out making or responding to a complaint in L1 and L2, and what their reasons for employing this strategy are. The participants of this study were forty-nine English majors in a Taiwanese university. Data were collected through two Written Discourse Completion Tasks (an English and a Chinese version) with identical scenarios each. The resulting data were coded and analyzed using the framework from previous researchers for complaint strategies as well as complaint response strategies. The data were analyzed using the designated coding scheme, chi-square test and frequency analysis. Data analysis showed both positive and negative pragmatic transfer in the participants’ complaint and complaint response strategies. Furthermore, the participants displayed a sensitivity to social status and varied their complaints and complaint responses accordingly. Additionally, they displayed a larger repertoire of complaint response strategies in English. Finally, the participants not only displayed a higher frequency of opting out in Mandarin Chinese, but also presented various social and personal reasons for applying this strategy. This study sheds light on theoretical and pedagogical implications for further interlanguage pragmatic research. Theoretical implications include the identification of additional complaint strategies and the importance of opting out as a complaint and complaint response strategy. Furthermore, Taiwanese EFL learners displayed both positive and negative transfer in their complaint and complaint response strategies. Pedagogical implications include the importance of emphasizing socio-cultural norms and the differences between the target English-speaking culture and the EFL culture in the classroom. Additionally, the emphasis on the cultural differences should include the appropriacy of remaining silent in both cultures. Finally, to create a more well-rounded curriculum on complaints, complaint response strategies should be taught alongside complaint strategies in the classroom.
"The Body Snatcher's Complaint". Master's thesis, 2013. http://hdl.handle.net/2286/R.I.18099.
Pełny tekst źródłaDissertation/Thesis
M.F.A. Creative Writing 2013
Lu, Ting-Wang, i 呂丁旺. "On rights of complaint". Thesis, 2004. http://ndltd.ncl.edu.tw/handle/60850353651393984568.
Pełny tekst źródłaYoon, Kyung-Eun. "Complaint talk in Korean conversation /". 2006. http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&res_dat=xri:pqdiss&rft_dat=xri:pqdiss:3223756.
Pełny tekst źródłaSource: Dissertation Abstracts International, Volume: 67-07, Section: A, page: 2558. Adviser: Thomas Anderson. Includes bibliographical references (leaves 226-235) Available on microfilm from Pro Quest Information and Learning.
"In the Complaint of Gins". Master's thesis, 2015. http://hdl.handle.net/2286/R.I.29902.
Pełny tekst źródłaParedes, Carlos Daniel Soeima. "Blockchain based complaint management system". Master's thesis, 2021. http://hdl.handle.net/10773/31380.
Pełny tekst źródłaOs sistemas de gestão de reclamações existentes visam estabelecer uma linha de comunicação entre o consumidor e o provedor de serviços para facilitar uma interação saudável entre ambas as entidades de forma a chegarem a uma solução, se for o caso. Estes sistemas apresentam características que podem desmotivar o cliente de submeter uma reclamação, tais como serem administrados pelas entidades cujas reclamações são dirigidas ou não incluírem uma autoridade reguladora no processo de reclamação. Este estudo pretende apontar essas debilitações e propôr um método alternativo de processar reclamações de forma a que haja um maior envolvimento do cliente, provedor de serviço e da autoridade reguladora e um equilíbrio de poder entre as entidades. Para esse efeito, a solução proposta é baseada na tecnologia blockchain que alicerça as cryptomoedas e são analisadas as suas mais valias e desvalias no contexto em questão.
Mestrado em Engenharia de Computadores e Telemática
Ou, Jung, i 歐蓉. "The Classification of Complaint Behavior and the Key Antecedents of Complaint Intentionon on Internet Shopping". Thesis, 2003. http://ndltd.ncl.edu.tw/handle/46601077671162487768.
Pełny tekst źródła南台科技大學
企業管理系
91
One of the major purposes for this papper is to investigate the key antecedents of Internet shoppers’ complaint intentions and to study the different antecedent relationships of differnet complaint intentions. The vital purpose is to identify the consumer complaint behavior of dissatisfied internet shoppers. There are seven variables included in this paper. They are: self-confidence, attitude towards a complaint, prior experience of complaints, product importance, intensity of dissatisfaction, attribution of blame, and expectancy value. This paper hypothesizes that some variables influence complaint intentions directly while some of them influence complaint intentions indirectly via other variables. This paper finds that complaint behavior can be divided into four parts-- no action, private complaint, complaining to business, and complaining to a third party. Furthermore, different kinds of complaint intentions have differnet antecedents. The relationships are summarized as follows: 1.With a higher level of self confidence, there is less possibility of a dissatisfied consumer doing nothing and a greater possibility of making a private complaint or complaining to a business and a third party. 2.With a more positive attitude towards the complaint, there is less possibility for dissatisfied consumers to do nothing and a greater possibility to make private complaints or complain to a business. 3.The more experience there is of complaining to a business or a third party, there is less possibility for a dissatisfied consumer to do nothing and a greater possibility to make private complaints or complain to a business. 4.The greater the perceived importance of the product, the greater the possibility of complaint to the third party.
Philmon, Brittany Diane. "Complaint Behaviors of the Millennial Generation". 2009. http://hdl.handle.net/1969.1/ETD-TAMU-2009-12-7287.
Pełny tekst źródłaLee, Ming-hsien, i 李明賢. "The Comparison Study Customer Complaint And Customer Complaint Process To House Broker-Take Taichung As An Example". Thesis, 2004. http://ndltd.ncl.edu.tw/handle/91627668179146533087.
Pełny tekst źródła朝陽科技大學
企業管理系碩士班
95
Real estate industry has always been a very crucial economic indicator and one of the leading industries in the country. In particular, it brought even more miraculous growth to the already-booming economy in the 1990’s, and numerous real estate brokerage firms came into existence as a result, yet because of this sudden growth in numbers and the mixture of firms directly operated by the corporate headquarters and those of franchises, there was also variation in regards to the quality of service rendered from them. Therefore, this study attempts to compare the directly-operated firms and franchises of four major real estate firms, in order to understand their mutual relationship as well as to comprehend whether or not a relationship exists between themselves and their service rendered to the customers so as to effectively handle customer complaints and enhance customer trust. These are pertinent subjects under study. This study attempts to research and analyze the causes of service failures in directly-operated firms and franchises of real estate brokerages, as well as how customer complaints can be effectively handled. Relevant references are made using the handling patterns proposed by Hoffman Kelly Rotalsky (1995) and Tax Brown (1998); in addition, Huang Yufen’s (1995) thesis in her measuring table for handling customer complaints and Likert Scale are utilized as measurements to increase customer loyalty. The objectives of this study are as follow: (1) exploring the causes of service failures in real estate industry; (2) exploring the customer complaint behavior (“CCB” hereinafter) towards real estate industry; (3) analyzing the service recovery from customer complaints in real estate industry; (4) analyzing the degree of customer satisfaction towards service recovery and its impact on post-complaint behavior; (5) offering suggestions to real estate brokerages in areas of marketing and customer satisfaction based on the results of this study. It is discovered, having quantified the data in the collected questionnaires, that there are no direct and significant views of dissatisfaction from customers towards directly-operated firms and franchises of real estate brokerages, but significant reactions are shown in the area of service recovery. Therefore, proper service recovery is the key to obtain the trust from customers.
Muller, Celecia. "An investigation of complainants’ post-complaint responses following evaluations of retailers' complaint handling of major household appliance failures". Diss., 2014. http://hdl.handle.net/2263/42700.
Pełny tekst źródłaDissertation (MSc)--University of Pretoria, 2014.
tm2014
Consumer Science
Unrestricted
Su, Kueihs-Hsiang, i 蘇貴香. "Consumer Complaint Behavior in Real Estate Brokerage". Thesis, 2006. http://ndltd.ncl.edu.tw/handle/86013692588449659648.
Pełny tekst źródła逢甲大學
土地管理所
94
Due to the complexity and difficulty of real estate transaction, consumers usually buy or rent the property by real estate brokers. However, as real estate brokerage flourishing, the number of real estate disputes grows. This study focus on determinants of consumer complaint behavior (CCB) in real estate brokerage. The principal objective is to understand the factors of CCB and evaluate the way dealing with those problems. Descriptive statistics, one way ANOVA, chi-square and t-test are used in this study. The results can be summarized as follows: 1. Reconciliation, mediation and arbitration are suitable for alternative dispute resolution. 2. It is important to concentrate on the alternative resolution and factors of complaint behavior when applying CCB theory on real estate brokerage disputes. 3. People tend to take public action to dispose of estate brokerage disputes. 4. When handling real estate disputes, consumers care about credibility, special skill, execution, time, money and convenience. 5. CCB factors have influence on complaint response styles, which are relative to the way dealing with real estate brokerage disputes.
"Consumer complaint behavior pattern in Hong Kong". Chinese University of Hong Kong, 1989. http://library.cuhk.edu.hk/record=b5886186.
Pełny tekst źródłaSung, Yu-Chi, i 宋玉麒. "Airline''s Tourist Complaint Behavior and Resolution". Thesis, 1999. http://ndltd.ncl.edu.tw/handle/93247558059970014945.
Pełny tekst źródła中國文化大學
觀光事業研究所
87
The consumer complaint behavior (CCB) has been conceptualized as a "multiple set of behavioral and non-behavioral responses, … triggered by a dissatisfactory purchase episode". These responses can vary from doing nothing to taking legal action against the merchant. The purpose of this study intends to investigate the nature of consumer complaint behavior and determinants of consumer complaint intentions and behavior. This study will also examine customers'' responses to complaint resolution. This study will measure the complaint intention and behavior of airlines'' customers under each episode-specific scenario setting. How complaint intention and behavior are influenced by customer''s characteristics, seriousness of complaint problem, complaint cost, and redress-environment factors will also be explored. In addition, this study will examine customers'' responses resulting from complaint resolution. This study can make use of corrent knowledge of CCB within the tourism context and will be applicable to the management of airline services.
Liu, Ching-San, i 劉靖姍. "A Study on Life Insurance Customer Complaint". Thesis, 2010. http://ndltd.ncl.edu.tw/handle/46314051253320734258.
Pełny tekst źródła臺灣大學
國際企業管理組
98
An insurance contract is essential for consumers to comprehend and uphold their rights and obligations and for an insurance company to honor its long-term commitment. Therefore, any arguments and disputes arising from insurance contracts must be handled with discretion; otherwise, the purpose of and trust in insurance will be lost and defeated. I have been engaged in management of customer complaints in life insurance companies for years and hope to make some contribution to the life insurance industry by collecting and analyzing related data so that experience I have learned from my job can be shared with others and that solutions may be attained to solve problems and meet challenges in this area faced by the industry. The purpose of the study is stated as follows: 1.To study and analyse the major reasons of customer complaints in the life insurance industry and their influence on operations of life insurance companies. 2.By taking T Company as an example, to come up with suggestions and plans to improve the work flow of customer complaint handling and decrease the customer complaint ratio. 3.To identify key issues triggering customer complaints and find feasible solutions, which may be of value to regulators in supervision, regulation or legislation in the future. In this paper, I first define the scope of research and then probe into the major reasons of customer complaints and their influence on life insurance operations based on government statistics. Taking T Company as an example, I then study and analyze the reasons of customer complaints and the work flow of handling complaints by applying the DMAIC methodology to find ways to improve the work flow of handling customer complaints and decrease the customer complaint ratio. Below is a brief summary of the conclusion for my research: 1.Disputes arising from the solicitation process is one of the main reasons for customer complaints in the life insurance industry. 2.Effective precautions against customer disputes must be integrated in a life insurance company’s key functions and processes such as product development, marketing and sales, policy services and claims procedures, preferably formally included in the functional checklist, in order to minimize or prevent customer complaints. 3.If a company truly cares about customers and attaches great importance to customer complaints handling, it will protect customers’ rights and interests and reduce potential litigations against the company. 4.Improvement of the customer complaints handling workflow consists of both the speed of processing such cases and the quality of the handling. Both are the key to ensure customers’ rights and interests. In addition to the above-mentioned conclusion, as a result of my research, I have come up with a few suggestions as follows for the reference of the competent authority in supervising and regulating customer complaints handling, legislators interested in related legislation and researchers who may want to conduct follow-up researches: 1.That the regulator should include the quality of customer complaints handling in the evaluation criteria when monitoring and supervising life insurance companies’ customer complaint ratios, thereby attaining differential management. 2.That certain symptoms should be declared in application - The application form should provide detailed and definitive descriptions of those symptoms and require applicants to reply truthfully so as to protect insurer’s rights to underwrite insurance cases and avoid disputes. 3.That the regulator should consider publishing the complaint ratios of not only insurance companies but all distributors or applying differential management. 4.That part of the Insurance Law (article 64, item 3) should be amended to allow insurers to terminate an insurance policy if the insured incident occurs within 2 years since the policy issuance. 5.That further information from other countries should be gathered and studied in an attempt to try to develop the most appropriate institution(s) for handling customer complaints. 6.That further study and research for the reasons of customer complaints should be conducted from the legal point of view for the reference of the court in adjudication. 7.That further in-depth studies should be conducted on how to integrate precautions against customer complaints in insurance companies’ product design, marketing, policyholder services and insurance payment procedures so as to reduce customer complaints to the minimum.
Armstrong, Christine Louise Lucie. "Organisational responses to consumer complaints on Facebook business pages: the effect on consumer behaviours and attitudes". Thesis, 2021. http://hdl.handle.net/1959.13/1452332.
Pełny tekst źródłaWhile firms primarily use Facebook business pages as a consumer engagement tool, consumers are increasingly using business pages as a platform for complaint behaviour. Other Facebook users can easily observe this behaviour, providing the firm with the opportunity to display effective complaint management to a wide audience. Conversely, ineffective complaint handling on Facebook business pages can compound negative implications for the firm. This thesis with publication comprises three core papers, which examine the effect of organisational responses to complaints made on Facebook business pages on affective and behavioural responses of consumers. Using an experimental design, the first paper examines the effect of Facebook business page visual cues on complaint behaviour and attitudes toward the firm. Findings demonstrated that the presence of complaints on a business page increased the likelihood that other consumers would post complaints. Further, redress offered by the firm was more important to consumers than the time taken for the firm to respond to complaints. The second paper showed that the use of humour in complaint responses on business pages generates rapport between the firm and the consumer, which in turn, improves service recovery satisfaction and attitude toward the firm. However, only when the humour expressed by the firm mirrored a complainants’ use of humour. Finally, the third paper considered the role of co-consumers in the online complaint process. Consumers were less likely to complain on a Facebook business page when they observed comments by non-supportive co-consumers, as opposed to supportive consumers, in response to a complaint. As a result, their likelihood to complain in a non-observable manner via Facebook Messenger increased. Social risk explained this relationship, where social risk diminished when the firm intervened in the presence of non-supportive comments made by co-consumers. This thesis contributes to the complaint management literature, presenting much needed information on Facebook business pages as a consumer complaint channel. Findings provide guidance, for academics and managers alike, on those organisational approaches to complaints that elicit the most positive consumer responses.
Chiao, Chun-Yuan, i 喬俊淵. "A Study of the Relationship among Perceived Price, Service Quality,Complaint Attitude and Complaint Behavior in Overseas Traveling Consumers". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/00376410600134619214.
Pełny tekst źródła中國文化大學
觀光事業研究所
95
Recently, with the raising of consumers’ awareness, the number of overseas traveling consumption dispute case is increasing year by year. How to solve the consumers complains and maintain the market share are becoming the important strategies for business currently. The purpose of this study intends to investigate the nature of relationship among perceived price, service quality, complaint attitude and complaint behavior in overseas traveling consumer. Data of total 312 questionnaires were analyzed. The research findings are as the following items below: (1) To the consumer attitude towards the complaint, perceived price has the right remarkable influence relationship. (2) To the consumer behavior, the perceived price has no direct influence to complaint behavior, for the complaint attitude is the indirect influence factor for the relationship between the perceived price and the complaint behavior. (3) To the consumer attitude and behavior, the service quality has not direct influence to complaint attitude and behavior, for the consumer satisfaction is the indirect influence factor for the relationship among the service quality, complaint attitude and behavior. (4) To the consumer behavior and attitude towards the complaint, perceived price has the right remarkable influence more than service quality. (5) To the complaint behavior, complaint attitude has the right remarkable influence relationship. (6) Overseas travel consumer complaint behavior can be divided into three parts--private complaint (negative attitude towards the complaint), complaining to business (positive attitude towards the complaint), and complaining to a third party (positive and negative attitude towards the complaint).