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.
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Tronvoll, Bård. "Customer Complaint Behaviour in Service". Doctoral thesis, Karlstad University, Service Research Center, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-1625.
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It is vital for every service provider to get feedback from its customers.
This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and make it easy for them to complain.
Scholarly knowledge about complaint behaviour gives the service provider valuable insight about service problems and how to improve e.g. service offerings, service processes and interactions, to increase customer satisfaction, loyalty and profit. For that reason it is argued that customers who have an unfavourable service experience should be encouraged to complain, because if not, the provider risks losing the customer and thus future revenue.
Previous research within complaint behaviour has mainly focused on the static description of motivation, antecedents, or the outcome response of complaint behaviour. The research has mainly explored different features linked to the market, the provider, the service and/or individual customer’s issues. To learn more about the customer’s complaint behaviour there is a need to take a dynamic and processual approach. This may help providers to serve customers more correctly and prevent unfavourable service experiences.
The main aim of this dissertation is to enhance the knowledge of the dynamic behavioural processes in customer complaint behaviour. The dissertation will contribute to conceptualise different aspects of customer complaint behaviour. In addition, the dissertation will give an empirical grounded understanding of contextual and emotional aspects that may help to recognize the complexity of the complaint behaviour process.
The contribution is a portrayal of different models describing the dynamic process of complaint behaviour including a new customer complaint behaviour model. Customer complaint behaviour is viewed as action and reaction - as a dynamic adjustment process that occurs during and/or after the service interaction, rather as a post-purchase activity. In order to capture these adjustments, a new conceptual complaint model is suggested which holds three thresholds for complaint behaviour and emphasis three different behavioural categories in the complaint process. Further, the dissertation gives an explanation of contextual and emotional issues that influence the complaint behaviour. The dissertation also includes an epistemological framework to anchor the paradigmatic belongings of service research as a basis for the design of studies in the area of customer complaint behaviour.
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Mukherjee, Indraneel. "Edmund Spenser and the complaint". Thesis, University of Cambridge, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.621677.
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Tronvoll, Bård. "Customer complaint behaviour in service /". Karlstad : Faculty of Economic Sciences, Communication and IT, Business Administration, Karlstads universitet, 2008. http://www.diva-portal.org/kau/abstract.xsql?dbid=1625.
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de, Klerk Marisa Janette. "The effect of consumers' personal values and attitudes towards appliance retailers' complaint handling on their complaint behaviour". Diss., University of Pretoria, 2016. http://hdl.handle.net/2263/60799.
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Consumer complaint behaviour research in transitional and emerging countries, including South Africa, is still in its infancy stage. The vast changes to the South African consumer landscape along with the socio-political changes and the multicultural population's ongoing cultural changes necessitate the monitoring of changes in personal values. However, very little research has been done in South Africa regarding consumers' personal values. The effect of personal values on complaint behaviour in a South African context has also not yet been explored.
As an extension of the social adaptation theory, several researchers have proposed a value-attitude-behaviour (VAB) hierarchy model (Homer & Kahle, 1988; Cai & Shannon, 2012) in order to explain the relationship between values and behaviour. The model proposes that causality flows from abstract values, through mid-range attitudes, to specific behaviours (Homer & Kahle, 1988; Hayley, Zinkiewicz & Hardiman, 2014); that is, values influence behaviour indirectly through attitudes. While the VAB model has been confirmed in a variety of consumer behaviour contexts, it has not yet been explored in a South African complaint behaviour context.
This study therefore used social adaptation theory and the VAB model as theoretical framework to determine the effect of consumers' personal values and attitudes towards appliance retailers' complaint handling on their consumer complaint behaviour in the South African context. In addition, the relationships between demographic variables and personal values and also between demographic variables and consumer complaint behaviour were explored.
A survey was administered to consumers who were dissatisfied with the performance of a major household appliance within a four-year memory recall period. Data was collected via a self-administered questionnaire measuring personal values with Kahle's (1983) List of Values (LOV) and attitudes toward appliance retailers' complaint handling, using an adapted version of Keng, Richmond and Han's (1995) "Attitudes toward businesses" scale. Convenience sampling and snowball sampling were employed in Tshwane, a major metropolitan area of South Africa, which generated 361 usable questionnaires.
Exploratory factor analysis revealed three value dimensions, namely (1) Harmony and Respect, (2) Hedonism and (3) Achievement. Results of the Pearson correlation analysis showed that higher valuing of any one of the three value dimensions lead to more negative attitudes towards appliance retailers' complaint handling. Furthermore, multinomial logistic regression analysis revealed that more negative attitudes towards appliance retailers' complaint handling lead to a decreased likelihood of engaging in public complaint behaviour. Moreover, ANOVA revealed relationships between specific personal value dimensions and gender, age and population group.
The study has implications for marketers, policy makers, appliance retailers and consumer protection organisations.Navorsing oor verbruikers se klagte-gedrag in opkomende lande, insluitend Suid-Afrika, is nie baie ver gevorder nie. Die omvattende veranderende Suid-Afrikaanse verbruikerslandskap, tesame met die volgehoue sosio-politieke veranderinge en die kulturele veranderinge in die multikulturele polulasie, noodsaak die monitering van veranderinge in verbruikers se waardes. Daar bestaan egter baie min navorsing in Suid-Afrika oor verbruikers se persoonlike waardes. Voorts is die effek van persoonlike waardes op klagte-gedrag nog nie in die Suid-Afrikaanse konteks ondersoek nie. Verskeie navorsers stel voor dat die waarde-houding-gedrag-hiërargiemodel, wat uit sosiale aanpassingsteorie spruit, gebruik moet word om die verhouding tussen waardes en gedrag te verstaan. Die model stel dat oorsaaklikheid vanaf abstrakte waardes, deur houdings, na spesifieke gedrag vloei (Homer & Kahle, 1988; Hayley et al., 2014). Dit wil sê, waardes beïnvloed gedrag indirek deur houdings. Terwyl die waarde-houding-gedrag-model in 'n verskeidenheid klagte-gedrag-kontekste bevestig is, is dit nog nie in 'n Suid-Afrikaanse klagte-gedrag-konteks ondersoek nie. Gevolglik is die sosiale aanpassingsteorie en die waarde-houding-gedrag-model as teoretiese raamwerk in hierdie studie toegepas om die effek van verbruikers se persoonlike waardes en houdings teenoor kleinhandelaars se klagte-hantering op hulle klagte-gedrag in die Suid-Afrikaanse konteks te bepaal. Die verwantskappe tussen verbruikers se demografiese veranderlikes en hulle persoonlike waardes, en tussen demografiese veranderlikes en klagte-gedrag is ook verken. 'n Opname is onder verbruikers wat ontevrede was met die werksverrigting van hulle groot huishoudelike toerusting oor 'n vier-jaar-herroepingstydperk gedoen. Data is deur 'n selfgeadministreerde vraelys ingesamel waarin persoonlike waardes met Kahle (1983) se List of Values (LOV) en houdings teenoor kleinhandelaars se klagte-hantering met 'n aangepaste weergawe van Keng et al. (1995) se "Houdings teenoor besighede"-skaal gemeet is. Geriefsteekproefneming en sneeubalsteekproefneming, wat 361 bruikbare vraelyste opgelewer het, is in Tswane, 'n groot metropolitaanse gebied in Suid-Afrika, onderneem. Verkennende faktoranalise het drie waardedimensies, naamlik (1) Harmonie en Respek, (2) Hedonisme en (3) Prestasie, opgelewer. Die Pearsonkorrelasie-analise se resultate toon dat 'n toename in belangrikheid in enige van die drie waardedimensies tot 'n meer negatiewe houding teenoor kleinhandelaars se klagte-hantering lei. Voorts dui die resultate van die multinomiese logistiese regressie-analise daarop dat 'n toename in verbruikers se negatiewe houding teenoor kleinhandelaars se klagte-hantering tot 'n afname lei in hul geneigdheid tot publieke klagte-gedrag. Die resultate van die ANOVA-analise toon verder dat daar verwantskappe tussen spesifieke persoonlike waardes en geslag, ouderdom en populasiegroep bestaan. Die studie het implikasies vir bemarkers, beleidmakers, kleinhandelaars en verbruikersbeskerming-organisasies.
Dissertation (MConsumer Science)--University of Pretoria, 2016.
Consumer Science
MConsumer Science
Unrestricted
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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.
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Manufacturers are transforming their business model from being a product dominant to a customer centric organization, in order to maintain competitive advantage, as well as deliver customer satisfaction thereby to build a long-term relationship with them. The management of complaint handling is regarded as a crucial contributor to its business performance. To identify key factors that influence the efficiency of complaint handling in manufacturing industry, it is important to start with an investigation of a company's internal complaint handling management. A multiple case study has been carried out in the form of semi-structured, face-to-face interviews with managers from six different manufacturing companies. The studyreveals that four factors in complaint handling are to be paid attention to, which include complaint handling process, qualified complaint handler, complaint handling system and complaint handling policy. By comparing the companies' viewpoints as well as theoretical perspective on these factors, some differences and similarities are revealed. Finally, the study found that the complaint handler who possesses the adequate technical knowledge of the product and interpersonal skills is the most essential factor that affects complaint-handling efficiency. In the meanwhile, complaint-handling system is increasingly important in assisting companies with customer complaints.
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Marsland, Rebecca Louise Katherine. "Complaint in Scotland c.1424- c.1500". Thesis, University of Oxford, 2014. http://ora.ox.ac.uk/objects/uuid:05468bd1-c936-426f-9ab4-79afb94a59fb.
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This thesis provides the first account of complaint in Older Scots literature. It argues for the coherent development of a distinctively Scottish complaining voice across the fifteenth century, characterised by an interest in the relationship between amatory and ethical concerns, between stasis and narrative movement, and between male and female voices. Chapter 1 examines the literary contexts of Older Scots complaint, and identifies three paradigmatic texts for the Scottish complaint tradition: Ovid’s Heroides; Boethius’s De Consolatione Philosophiae; and Alan of Lille’s De Planctu Naturae. Chapter 2 concentrates on the complaints in Oxford, Bodleian Library MS Arch. Selden. B. 24 (c. 1489-c. 1513). It considers afresh the Scottish reception of Lydgate’s Complaint of the Black Knight and Chaucer’s Anelida and Arcite, and also offers original readings of three Scottish complaints preserved uniquely in this manuscript: the Lay of Sorrow, the Lufaris Complaynt, and the Quare of Jelusy. Chapter 3 focuses on the relationship between complaint and narrative, arguing that the complaints included in the Buik of Alexander (c. 1438), Lancelot of the Laik (c. 1460), Hary’s Wallace (c. 1476-8), and The Buik of King Alexander the Conquerour (c. 1460-99) act as catalysts for narrative movement and subvert the complaint’s traditional identity as a static form. Chapter 4 is a study of complaint in Robert Henryson’s three major works: the Morall Fabillis (c. 1480s); the Testament of Cresseid (c. 1480-92); and Orpheus and Eurydice (c. 1490-2), and argues that Henryson consistently connects the complaint form with the concept of self-knowledge as part of wider discourses on effective governance. Chapter 5 presents the evidence that a text’s identity as a complaint influenced its presentation in both manuscript and print witnesses. The witnesses under discussion date predominantly from the sixteenth century; the chapter thus also uses them to explore the complaints’ later reception history.
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Figueroa, Sánchez Camila. "Is finance most binding constraint or complaint". Tesis, Universidad de Chile, 2014. http://www.repositorio.uchile.cl/handle/2250/129906.
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Tesis para optar al grado de Magíster en EconomíaAutor 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.
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Dubova, V. O. "Establishing of constitional complaint institute in Ukraine". Thesis, Сумський державний університет, 2014. http://essuir.sumdu.edu.ua/handle/123456789/35032.
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Twenty years formation process of Ukraine as a legal state under conditions of public relations dynamic development has led to an aggravation of discussions on the necessity of constitutional reform. With all this, the question of the constitutional complaint in Ukraine as the way of improving of the human rights protection mechanism, consolidation of law dominion leading principles, mutual responsibility of an individual and state, and also the problem of its further implementation in the legislation of Ukraine accordingly to European models of man and citizen rights and freedoms need consideration.
When you are citing the document, use the following link http://essuir.sumdu.edu.ua/handle/123456789/35032
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Yaryan, Elizabeth C. "Special education complaint management: A national profile". W&M ScholarWorks, 1992. https://scholarworks.wm.edu/etd/1539618712.
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Special education complaint management is federally mandated with regulations promulgated in the Education Department General Administrative Regulations. Despite these federal regulations, little attention and no research has ever focused on this area. Special education complaint management systems have access to valuable information necessary for thorough compliance monitoring and this information should be used to benefit children requiring special education services.;This study examined special education complaint management systems and complaint issues in each of the 50 states in the United States, the District of Columbia, the territories, and the Department of Defense Schools. State level complaint managers were asked to complete a survey instrument regarding staffing patterns, implementation procedures and practices, complaints and complainants, complaint issues, as well as assistive services available to complainants.;Results of the study show increasing numbers of complaints, issues, record keeping, and information dissemination. Recommendations for technical assistance and future research are provided as they relate to state level special education complaint management.
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Ngae, 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.
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Abstract Author : Alain Patrick Ngae a Njama Tutor : Peter Caesar Examiner : Pejvak Oghazi Title : After sales service: Complaint to Service Recovery Improvement Keywords : Service Recovery, Complaint handling, service failure, service process, Svetruck AB Background : It is real that everyday people purchase goods for their daily needs and satisfaction, but unfortunately it happen that some of those goods do not live up to the customer expectations. The reality when a failure occurred is something else because is the second chance giving to the service provider to show concern. Many research agreed that good recovery after a service failure can create a positive response from the customer side as example making them loyal and sharing their positive experience to others. Purpose: The purpose of this study is to look into how service recovery influence customer retention. Research question: How Does Company handles customer’s complaint in order to fulfill service recovery ? Method: Three respondents were selected within a heavy industry call Svetruck AB. Due to their position and number of year they have been working for this company. Many section of interview were organized in order to have a clear understanding of the inside out of the service handling process. Conclusion: Complaint handling appears to be very essential for each company willing to stay in the competitive word. Some will differ from the way they handle or treat their customer but the final issue for all companies will be to keep satisfies their customer for long-term relationship, also by reducing the cost of hunting new customers. Suggestion for further research : After the investigation of complaint handling from the service 3 provider side, we can think of other areas to investigate related to this topic. One of it will be to make an investigation on complaint handling from the customer point of view to find out how the customer perceived satisfaction after the service provider have handled their complaint. Another point may be to compare Svetruck complaint handling with the one of one of their mean competitor to see the point that differ them from the others. Further investigations can also be made on unsatisfied customers, those who have experience bad service recovery by then had chosen to switch to competitor.
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Hernandez, 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.
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This paper raises questions about the accessibility of the Articles 14 & 15 submissions mechanism, a public complaint process that attempts to use the eyes of ordinary persons in Canada, Mexico and the US to monitor an important environmental treaty obligation: NAFTA signatories' commitment to effectively enforce their environmental laws. In order to consider whether the Articles 14 & 15 review tool is accessible, we assemble a set of indicators that nourish four hypotheses, which may reveal if the review tool is sufficiently well installed to attain its long term objectives in a significant measure. The hypotheses are: 1) that the CEC receives an insufficient amount of submissions; 2) that it takes considerable or random times to process them; 3) that it consistently takes longer, or has more troubles, to process Mexican and disadvantaged-group cases; 4) that few complainants harvest any benefits from complaining, being more likely that they do if they are rich environmental NGOs than if they are ordinary individuals. The information we present is based on primary research and statistical information on the processing of NAAEC Articles 14 and 15 submissions. Our chief objective is not to conclusively prove or disprove these hypotheses, but to provide a framework to respond these questions. By consistently focusing their efforts on evaluating the attainment of the ultimate objectives of this review tool, all authors who have critiqued the Articles 14 & 15 submissions process have failed to consider whether the complaint mechanism is effectively positioned to capture environmental law enforcement information from all of its target population. Instead, this paper explores the implementation of Articles 14 & 15 by generating information on the attainment of its midcourse objectives. This paper may be of interest to persons working on issues concerning the implementation and further elaboration of NAAEC Articles 14 and 15 and to those pondering whether and how the proposed FTAA and the Canada-Chile Free Trade Accord should be structured to deal with the environmental consequences of further economic integration.
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Mikhailov, 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.
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Service providers must understand that they have to provide customer-perceived value, if they want to stay in business. One of the best ways to determine customer-perceived value is to encourage customer complaint. This will make it easier to identify areas of the service process which the consumer believes must be improved. The ultimate goal of our thesis is to identify and establish the patterns of customer complaint behaviour in public transportation which is a part of the service sector. If patterns are identified, it will be much easier to encourage and predict customers‘ abilities and willingness to complain during a service process. Hence, service providers will be able to create an environment that can encourage and facilitate customer complaint processes. In this regard, service providers will obtain more information that will enable them to improve the quality of their services in order provide customer-perceived value. In addition, due to the fact that services are offered at the same time when the customer is there, this increases chances of customers seeing failures. Therefore, it is vital to make it easier for customers to be able to complain as soon as they perceive these failures so that they leave the service environment satisfied. Thus, understanding the pattern of customer complaint behaviour will make this process easier. By pattern, we mean sequence and therefore, there must be factors that influence this sequence. Our thesis shall focus on three main factors; cost, contextual resources and customer‘s competence, that influence the ability, willingness and the extent to which customers will engage in a complain process. Therefore, this thesis focuses on the following: What is the pattern of customer complaint behaviour in public transportation and how do cost, contextual resources and customer‘s competence impact this pattern?However, we shall also mention other external factors that may influence the pattern of customer complaint behaviour like market structure and service characteristics. It is imperative to understand customer complaint behaviour in service because through customer complaint, customers‘ quality expectations can be determined and met. Studies reveal that, although complaint channels may exist, some customers still do not complaint. In our survey, only 21.6% of respondents who encountered a service failure actually complained implying that 78.4% of the respondents who encountered an unfavourable service experience did not complain. What could be the reasons that customers who encounter problems do not complaint, although they would want to complain?2Above all, if there is something to be learnt from customer complaint behaviour, we think that it should be the patterns of customer complaint behaviour. This is because if patterns can be identified, then the right channels can be put in place by service providers in order to encourage and facilitate the complaint process. This will enable much information to be obtained from the customers and then used to make improvements in the service offerings and processes. In this regard service quality and customer satisfaction can be increased. This will lead to customer retention and higher profits for the company as well as prevent negative word-of-mouth.In this thesis, we identified patterns of customer complaint behaviour in service with a focus in public transportation by using data from the passengers of the public bus companies of Karlstad city and the intercity bus company (SWEBUS) as bases of our research. In our questionnaire we asked customers to indicate the strength of preference for a complaint channel they would use in order to make a complaint to the bus company in the event of a negative service experience. The results were ranked in order to determine the pattern of customer complaint behaviour in public transportation. We approached this topic by revealing the importance of understanding customer complaint behaviour and using this knowledge to improve service development. We proceeded by emphasising on the importance of viewing customer complaint behaviour from the perspective of service dominant logic.The Service and Market Oriented Transport Research Group
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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.
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Smith, Katherine Jo. "Ovidian female-voiced complaint poetry in early modern England". Thesis, University of Warwick, 2016. http://wrap.warwick.ac.uk/95225/.
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This thesis explores the genre of Ovidian female-voiced complaint poetry and its tradition in early modern English literature. In looking at original poems, translations and receptions of Ovid’s Heroides, I argue that female as well as male writers throughout the early modern period engaged with the tradition of Ovidian female-voiced complaint poetry. By using case studies advancing chronologically throughout the period, I will also show how female-voiced complaint changes and develops in different historical and literary contexts. Nobody as yet has produced a study looking at a large sample of women writing female-voiced complaint. The criticism around complaint is diffuse, with only a small number of book-length studies which focus on complaint in general as a genre or discourse. There are many articles or chapters on individual complaint poems but not many which compare different female-voiced complaints of the same period, especially those written by women. When female poets write in the genre, the rhetorical trope of Ovidian female-voiced complaint (that the sex of the author is discontinuous with that of the speaker) must be renegotiated. This renegotiation by female poets is often the result of close and learned engagement with the traditions of complaint, both the classical precedents and the receptions and re-imaginations of the genre in early modern England. They are choosing a genre which has a productive potential in being female-voiced but which also has a tradition of male manipulation. However, rather than seeing women writers as existing separately from male writers, I argue that they work in parallel, drawing on the same Ovidian complaint traditions.
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Tang, 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.
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Säfwenberg, 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.
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In 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.
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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.
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[Truncated abstract] Background: Dementia, largely due to Alzheimer's disease (AD), is a major public health problem. The early identification of disease is an important challenge for clinicians because treatment of AD is now available. A simple and accurate means of stratifying risk for AD and identifying early disease is needed so that risk factor modification and treatment can occur optimally. To date, despite many attempts, an accurate means of standardising an approach to the assessment of subtle cognitive symptoms has not been developed. A subjective complaint of poor memory has been identified as a possible marker for underlying brain disease. This study examines the utility of neuropsychological scores, homocysteine levels, APOE genotyping and brain imaging as predictors of cognitive decline in individuals with subjective memory complaint (SMC). Method Eighty subjects with SMC were recruited from memory clinics and the community (MC: 1). Forty-two control subjects were also examined (MC: 0). CAMDEX was used to describe baseline clinical features. The CAMCOG was used as a global test of cognition and was administered annually for four years. At baseline, neuropsychological testing was administered. Cranial CT scanning, measurement of plasma homocysteine and APOE genotyping were completed. Categorical variables were analysed using chi-square according to Pearson's method. Continuous data was analysed using Student's t-tests and Mann-Whitney tests. A logistic regression model was used to identify independent contributors to the presence of memory complaint. Participants were then matched for age, gender and time to follow-up (up for three years) to determine longitudinal predictors of cognitive decline. ... Baseline CAMCOG scores were greater in the control group (MC:0 = 98.3 ? 2.8, MC:1 94.2 ? 5.5, Z ?4.46, p 0.000). There were no differences in neuropsychological scores, concentration of total plasma homocysteine, APOE genotype or brain scan measurements. Using the Wald stepwise selection method, logistic regression could not be established due to non-convergence regardless of whether or not the continuous variables were re-coded into dichotomous variables. A matching process that created 32 pairs of controls/subjects allowed follow-up analysis. The controls showed significant improvement with time on the CAMCOG unlike subjects (mean ? SD, controls 1.5 ?-3.0, Z - 2.61, p 0.01, subjects 0.2 ? 3.2, Z ? 0.24, p 0.81). The logistic regression analysis showed that group membership could not be defined by any single independent variable. When group membership was abandoned and those with stable scores were compared to those who declined no clear meaningful independent predictors of decline apart from age were identified. Conclusions: Methodological issues such as small sample size and inadequate follow up duration were identified that may have precluded identification of predictive factors for cognitive decline. The results indicate that complaints of memory problems are not associated with established risk factors for Alzheimer's disease and fail to predict objective cognitive decline over three years. Future studies should continue trying to identify robust predictors of cognitive decline in later life.
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Garner-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.
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This thesis considers the presence of the epistolary tradition of female complaint in the writings of five late eighteenth-century women writers: Hester Thrale Piozzi, Mary Wollstonecraft, Charlotte Turner Smith, Mary Robinson, and Frances Burney D’Arblay. The epistolary female complaint tradition is premised on the suggestion that readers are permitted, through the literary endeavours of male authors/transcribers, a glimpse into the authentically felt woes of women; the writers in this study both question and exploit this expectation. Often viewed by critics like John Kerrigan as a tradition that stifled female creativity, epistolary female complaint proves, this thesis argues, a lively and enlivening tradition for women writers; it provided opportunities for literary experimentation and enabled them to turn their experiences into artistic form. Five themes central to the epistolary female complaint tradition are considered: betrayal, absence, suicide, falls, and authorship. Each chapter looks at one theme and one author specifically. Chapter 1 examines the narrative of betrayal Hester Thrale Piozzi established in her journals from 1764 to 1784. Chapter 2 turns to Mary Wollstonecraft and her accounts of absence in her private letters to Gilbert Imlay, and her epistolary travel account, A Short Residence in Sweden, Norway, and Denmark (1796). Chapter 3 discusses Charlotte Turner Smith’s engagement with the theme of suicide in her Elegiac Sonnets (1784) and her epistolary novel, Desmond(1792). Chapter 4 considers the strategies employed in Mary Robinson’s autobiographical, poetic, and fictional writings, which work to move beyond the moral fall the tradition implied. Chapter 5 focuses on the recurrent theme of authorial debt in Frances Burney D’Arblay’s journals, plays, and fiction. I conclude by considering Jane Austen’s appropriation of the tradition in her final novel, Persuasion (1818), and her transformation of the tradition by providing a resolution to the cause of complaint.
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Sato, 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.
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CITE/Language ArtsEd.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
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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.
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The aim of the study is to examine the cross-cultural features of Australian and Korean complaint letters. The point of view adopted is that cultural barriers generate difficulties to producing efficient and successful intercultural communication in addition to linguistic barriers. Although the concept of complaint letters is the same in the two countries, there are difficulties when Australians and Koreans attempt to communicate with the other culture. Firstly the study will explore the validating of the concepts of Korean's four-unit structure (Ki-Sung-Chen-Kyul) and the three unit structure typical of western letter writing (Introduction-Body-Conclusion), and contrast the structures. It posits that Korean complaint letters are more reader-responsible this is defined as a reader needing to infer the implicit meaning of what is the writer's request, this Australian letters showed writer responsible language, this is defined as a reader being provided enough explicit information by a writer in order to comprehend the meaning of what the writer intends to deliver. The results might relate to the claims that Korean society is characterised by features of collectivism (Triandis, 1983), avoiding confrontation with others and saving face, which can be realised in vague and emotive terms. Secondly, the indirect speech of Korean writers will be analysed through the adaptation of Kim and Wilson’s study of request categories (1994). The results imply that Koreans use hint strategies as much as they use direct request, while Australians tend to use a more direct strategy in the interest of the readers. An Australian's politer acts are expressed on the basis of the virtue of the frankness of the request first, before the announcement. Conversely the Korean language employs the same amount of hint strategy and direct strategy which might explain typical Korean cultural attributes such as Nunchi, meaning reading others mind(Kim 1975), Kibun, 'feeling' and Cheymyen 'saving face'(Sohn 1986). As a consequence Australian letters, which tend to make obvious what they are expressing, will feature ideational functions weighted toward clear, concise and direct expressions whereas Korean letters which think highly of interpersonal functions appear to be more influenced by their collective cultural values. The results of this study will suggest that intercultural miscommunication is caused by the degree of cultural variances and that to learn the target language well is not just to achieve linguistic competence but also to be a member of its culture.
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Beltrán, 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.
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El objetivo de esta tesis es contribuir a la investigación en pragmática del interlenguaje y multimodalidad. El objetivo principal es explorar como aprendices de lengua en distintos niveles de lengua realizan quejas desde la perspectiva del análisis de la conversación (Kasper, 2006). Un análisis multimodal de la conversación se ha realizado para examinar cómo diferentes modos interactúan en la construcción de la conversación. El marco teórico presentado en el estudio se centró en la naturaleza de la pragmática (Crystal, 1985; Leech, 1983; Thomas, 1983), pragmática del interlenguaje (Kasper & Blum-Kulka, 1993), análisis de la conversación (Sacks et al., 1974), nivel de lengua (e.g. Al-Gahtani & Roever, 2012), el acto de habla de las quejas (e.g. Trosborg, 1995; Laforest, 2002), y la multimodalidad (Jewitt, et al., 2016).The 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.
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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.
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Owley, 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.
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Fløysvik, Ingvar. "When God becomes your enemy the theology of the complaint Psalms /". Theological Research Exchange Network (TREN), 1994. http://www.tren.com.
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Hoggatt, 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.
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This item is only available in print in the UCF Libraries. If this is your Honors Thesis, you can help us make it available online for use by researchers around the world by following the instructions on the distribution consent form at http://library.ucfBachelors
Arts and Sciences
Psychology
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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.
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This study outlines relationships between ideological construction and conversational performances, or utterances during casual conversation whose aesthetic quality is highlighted. I identify a distinction between native and nonnative English speakers that is imagined in predictable ways and expressed in regularized discourse patterns. The ideology of nativeness is rooted in a monolingualist view of the world--an association of one language with one nation--and intersects with ideologies of race and education. The regularity of patterns associated with this ideology provides resources for performances by white, middle-class U.S. university students about incomprehensible accents, bad teachers, lazy or angry foreigners, and rude code-switching or uses of non-English languages. Speakers use performative strategies such as rhythm, dialogue, and emphatic stress, to frame performances as worthy of special attention. Utterances are interpreted as more or less performative depending on the density and intensity of those strategies. The notion of the discourse frame accounts for speakers' desire to complete performances and for listeners' understanding that they are expected to respond positively. Performance and ideology are reciprocally related, such that performances index and depend on the stability of ideological models while providing opportunities for sudden shifts in ideological position as well as for transformations of those models. As speakers frame performances, they simultaneously create social truths, such as exaggerated hierarchical relationships between linguistic in-groups and out-groups, in ways that become memorable and at least momentarily acceptable. Because performances are bounded and memorable, they are decontextualizable, which enables them to be re-performed by the same speakers or by their listeners in other contexts. Performances thus contribute to the pervasiveness of the ideological discourse patterns that form the basis of those performances. Because of many speakers' drive to establish social solidarity with their listeners, performances can coincide with a dramatic shift in ideological position. Such shifts are also understandable if we recognize that dominant ideologies are embedded in highly regularized discursive patterns, readily available to any speaker who wishes to employ them.
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Pierce, 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.
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Receiving and managing complaints is a core function of Australian health practitioner regulators; complaints long recognised as an important source of information about safety and quality of care and identifying practitioners of concern. Identified values for good complaint management include improved accountability and public confidence; consistency and integrity of decision-making; and opportunity to provide resolution, identify trends, take corrective action and make system improvements. Australia has an enviable record in establishing and refining health complaint mechanisms to make them accessible and responsive within a broader culture of safety and learning. Yet this study found both low levels of satisfaction and understanding of the two systems under study. Consequences from these findings include the reputational standing of regulators and preparedness of individuals and organisations to raise future concerns. Respondent expectations of quality complaint processes were found to be congruent with the literature on best practice regulation and complaint management. The most significant factors moderating respondents’ perceptions and experience were power and transparency; accounting for reported views both of operational processes and underlying assumptions of the regulatory model. Regulators were approached to ‘bring to account’, raise the standards of or stop practitioners regarded as unsafe, not competent or not responsive to concerns raised directly. Respondents also looked to regulators to account for themselves; with the same detail and rigour applied to those regulated. Contrary to expectations, respondents were alienated from the detail and resolution of events personal and painful; concerning issues of significance for future patients and practise. The majority reported issues were either not or only poorly addressed; and few were aware of any resultant changes. There is a lack of understanding about the core mandate of health professional regulators; including the rationale for and focus of regulatory effort and underlying concepts and assumptions. Even when dissatisfied, the process is valued; respondents wanting to contribute to improvements. There are opportunities to leverage better their insights to deliver a more efficient and effective regulatory system.
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Hennum, 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.
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In today’s aid system, “partnership” has become a guiding principle for the desired relationships between actors working with development. By partnering the assumption is that the organisations can be part of a relationship based on mutual accountability and equality, and increase the efficiency in their work. The purpose of this study was to analyse partnerships and aims to understand how the different organisations understand their role and position, and whether it is possible to achieve an equal partnership in today`s aid system. Theories applied are mainly obtained from theories about scale and power. Relations between partners are also analysed by using a framework that includes dimensions of discourse, interdependence, function and performance. Qualitative data were collected through interviews and observation during a fieldwork in Bulawayo, Zimbabwe in September and October 2010. 27 interviews were conducted from people representing different organisations; international, national and local and/or community based. Zimbabwe has a complex history and is influenced by political and economical challenges and an oppressed civil society. This has an effect on the work of the development actors operating in the country. I found that organisations partner and manoeuvre across different geographical scales, and are influenced by the power that exists and are exercised between the partners. How organisations partner and the processes behind initiating projects differ. Organisations have through their explanations on how projects are initiated and the process behind writing proposals, expressed some of the challenges behind choosing type of project, who should be the recipients, the reports that needs to be written and the criteria that follow in these stages. The understanding of these criteria and concepts used, are understood differently among the actors, and influence the implementation of a project. The challenge with flow of information between the actors also becomes evident in Zimbabwe that is trapped between the basic need of the people and the development agenda. The small community based organisations are underestimating the power they have.
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Schwab, 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.
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Following the call for further research on the organisational side of complaint handling, this research aims to explore actual firms’ complaint handling practices with a special focus on the role of politeness in firms-complaints interactions. This research is largely based on a dataset of naturally occurring exchanges obtained from the online public forum Les Arnaques – “The Scams” (www.lesarnaques.com). The setting is similar to a double-deviation scenario: the consumers had already complained once through the relevant company but were unsatisfied with the response. By lodging their complaint on the forum they seek mediation to obtain satisfaction in a second attempt.As a first step, an enhanced conceptualisation of politeness in relation to the concept of complaint handling was proposed and tested. Sociolinguistics theories were used (Goffman’s theory of face, Grice’s maxims) and a quantitative analysis was conducted, to discover how the consumer’s perception of a firm’s politeness is influenced. This conceptualisation, new for the marketing literature, led to proposing a more accurate framework to assess the politeness-related practices of firms when handling complaints.In a second step, this new conceptualisation of politeness was integrated within a larger framework to assess firms’ practices on several dimensions. Justice theory was used as a starting point to define practices within each dimension of justice: distributive, procedural and interactional. Literature from other disciplines (sociology, linguistics, psychology) was used to define precisely the different constructs belonging to the three dimensions. For instance the “empathy” construct was split, based on the literature in psychology, into cognitive and affective empathy, which allowed the precise identification of the occurrences of empathy in firms’ answers. The effects of 33 dimensions were analysed, using a sample of 523 exchanges archived from the forum Les Arnaques. A multinomial regression analysis showed that the most significant antecedent of post-complaint satisfaction was a new dimension, not previously found in the literature: the provision of evidence that the complainant’s problem had been, or was about to be, solved.In a third step, exploratory research was undertaken to investigate possible collinearity effects between three of the most often cited constructs of interactional justice: empathy, politeness and apology. Using the coding guide previously developed, and the exchanges coded, results showed some overlap between the constructs and high Cramer’s V, indicating a redundant concept. Recommendations were provided as to what should be measured, and how, so that researchers can avoid such effects in the future.The naturally occurring exchanges used for the first three steps revealed that firms’ answers were often impolite and littered with spelling mistakes. Two subsequent papers explored the phenomena of grammaticality and im/politeness.In a fourth step, the effects of grammaticality and politeness on customers’ perceptions and behavioural outcomes were explored. Specifically, a survey was conducted to determine the effect of grammar/spelling mistakes and politeness on the perception of professionalism and on repurchase intention. Results from a PATH analysis showed that politeness and grammaticality had low or no direct effect on loyalty. However, indirect effects mediated by professionalism were strong, indicating that consumers’ repurchase intentions depend on a firm’s perceived professionalism.Finally, in a fifth step, efforts were focused on impoliteness and on the role the communication channel plays in expressions of impoliteness. Impolite answers found on the online forum were compared with offline responses obtained in a field experiment. Unexpectedly, results from a discourse analysis showed that the highest levels of impoliteness were not reached in online exchanges, where users can hide behind anonymity, but in postal exchanges. In particular, we found that some companies returned the original complaint letter, riddled with insults. This led us to propose that impoliteness not only a matter of content (the words being used) but also of form. In this case, the letter seemed to act as a catalyst for conflict and was the trigger for verbal violence.In terms of marketing, the following work contributes to theory building by proposing a new conceptualisation of politeness, by defining a more precise framework to analyse firms’ complaint handling practices, and by uncovering collinearity effects that may have impeded previous results. The last two steps of this thesis bring exploratory insights by showing the effects of politeness and grammaticality on consumers’ perceptions.Besides contributing new academic insights, one goal of this thesis was also to serve the business community. The findings show that politeness matters: not only does politeness help reach short-term goals like post-complaint satisfaction, but it also contributes to long-term effort, like forging a professional identity and fostering customer loyalty.Doctorat en Sciences économiques et de gestion
info:eu-repo/semantics/nonPublished
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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.
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McConnell, 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.
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Cloud computing provides a highly scalable, distributed infrastructure on which applications and data can be hosted. Hosted applications must perform within specified constraints, despite running over an extremely dynamic infrastructure. This dynamic behaviour is created, on one hand, by the applications running within virtual machines hosted on heterogeneous servers, and on the other by the constantly fluctuating demand on the network link between the virtual machine and the user of the application. This elasticity of infrastructure, and fluctuating demand placed on it, makes it difficult to ensure QoS for the application. It is no longer sufficient to measure the performance of various host servers within a data centre - it is also now required to measure the performance of the application where it is most critical with the user of the application. The efficiency of application hosting is also difficult to ensure. Optimisation of resource allocation should minimise the hosting cost while ensuring the delivery of the application to the end-user is acceptable. This thesis details a programme of research aimed at designing, implementing and using a distributed, highly-scalable system for monitoring and ensuring end-to-end, SLA-compliant performance of virtual private cloud applications, while minimising the overall hosting cost for the cloud. The research undertaken and described within this document reviews cloud computing, the underlying virtualisation technologies and optimisation techniques, and presents three models with completed prototypes. The first model is a cloud resource monitoring methodology, which acquires real- time metrics from live applications and hosts running in a virtual private cloud test- bed environment. This model is an adaptation of the Analytical Hierarchy Process (AHP), aimed at providing a SLA-compliant scoring mechanism for all criteria to be considered when measuring application performance. The model presented finally allows an overall score to be calculated by which the application's performance is assessed at any potential host where it may be placed. The second model is a cloud-centric network monitoring methodology, which analyses the quality of the network link between any two I.P. addresses. This system provides network quality information to be used in the assessment of the application's (potential) performance between any given host location and the end-user. The third model is an optimiser for SLA-compliant virtual machine placement within virtual private clouds, where the hosting cost is minimised. In summary, the key outputs of this thesis are: 1) a prototype vendor-agnostic monitoring system, for virtual private clouds, which provides the ability to acquire any metric, relevant to the successful delivery of an application to the end-user, and provide information regarding real-time SLA-compliance based on performance thresholds set for those metrics 2) a live system for projecting SLA-compliant application performance on any given host 3) a hierarchical framework for dynamically defining application SLAs, with any conceivable, acquirable metric 4) an optimisation engine with the goal of optimally placing applications on host servers with the goal of reducing the hosting cost across all host servers. The hosting costs for each application on each server is provided by the monitoring system 5) a software-based, virtualised tool for automatic monitoring of network performance, with a remote data logging component 6) An agent-based system for automatically and periodically acquiring VM and host metrics from a VMWare virtual private cloud. The thesis presents an overall fully-functional system incorporating all these aspects.
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Santos, 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.
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This study investigated the effects of gender, both patient and physician, on how a medical complaint is perceived and acted upon by health professionals. A 2 x 2 factorial design was used, with gender of physician and patient as the two factors, respectively. The participants were physicians (M.D.s) who were recruited by approaching local hospitals/clinics and requesting their participation in the research. They were asked to respond to a patient vignette and a questionnaire assessing the physician's beliefs about and intentions toward the patient. Using a 2 x 2 ANOVA with a specified .05 significance level, no statistically significant differences were found in the assessment of the perceived seriousness of a medical complaint, in the aggressiveness of the work-up provided, and in the diagnoses given to patients. The findings from this study are of value in exploring the existence of gender bias in the medical setting. The absence of gender bias, as it occurred in this study, is an encouraging finding for members of the health care community.
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Seih, Yi-Tai. "Why we complain : a two-factor model of complaining in language use". 2013. http://hdl.handle.net/2152/21366.
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When people experience dissatisfaction or frustration, they often express their feelings through complaining. However, very little is known about everyday complaints. In order to understand how people make complaints, this project proposed a two-factor model of complaint expression, with the factors of certainty and emotional involvement. There were two primary goals for this project. First, this project examined how people make complaints with different expectations, particularly in language use. Second, this project explored whether listeners understand individuals' expectations behind complaints. Four major complaint expectations were identified by content analysis in the pilot study (N = 276). Computerized text analysis was used to examine the relationships between language markers and the four complaint expectations. The factor of certainty was assessed by personal pronoun use and certainty words, whereas the factor of emotional involvement was assessed by the use of negative emotion words. Study 1 (N = 272) used multiple-choice questions to measure complaint expectations and replicated the language findings from the pilot study. Study 2 (N = 247) manipulated complaint expectations by experimental instructions to investigate language usage. The results suggested weak associations between manipulated expectations and language use. Study 3 (N = 204) focused on listeners and examined if they could identify the accurate expectations behind complaints. The results confirmed previous findings about the overconfidence effect in social behavior. An additional analysis examined the accuracy rate of computerized detection methods and then compared the computer's performance to human judges' accuracy. The results showed that the accuracy rate from the computerized text analysis was around 25% to 30%. Human judges performed slightly better than computerized text analysis with a 30% to 35% of accuracy rate. This is one of the first research projects that has attempted to detect and recognize human intentions surrounding complaining using language modeling.text
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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.
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碩士東海大學
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.
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"The Body Snatcher's Complaint". Master's thesis, 2013. http://hdl.handle.net/2286/R.I.18099.
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abstract: Ranging in subject from a Tuareg festival outside Timbuktu to the 1975 "Battle of the Sexes" race at Belmont track to a Mississippi classroom in the Delta flood plains, the poems in The Body Snatcher's Complaint explore the blurring of self hood, a feeling of foreignness within one's own physical experience of the world, in the most intimate and global contexts.Dissertation/Thesis
M.F.A. Creative Writing 2013
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Lu, Ting-Wang, i 呂丁旺. "On rights of complaint". Thesis, 2004. http://ndltd.ncl.edu.tw/handle/60850353651393984568.
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Yoon, 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.
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Thesis (Ph.D.)--University of Illinois at Urbana-Champaign, 2006.Source: 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.
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"In the Complaint of Gins". Master's thesis, 2015. http://hdl.handle.net/2286/R.I.29902.
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Paredes, Carlos Daniel Soeima. "Blockchain based complaint management system". Master's thesis, 2021. http://hdl.handle.net/10773/31380.
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The existing complaint management systems aim to establish a line of
communication between the consumer and service provider to facilitate a
healthy interaction in order for both entities to come to an agreement, if that
is the case. These systems present characteristics that may demotivate the
customer from submitting a complaint, such as being administered by the
very entities that the complaint is aimed at or not including a regulator
authority in the complaint process.
This study intends to point out those debilitations and propose an
alternative method of processing complaints in a way that the customer, the
service provider and the regulatory authority are more involved in the
process and a better power balance between these entities.
To that effect, the proposed solution is based on the technology that serves
as the foundation for cryptocurrency and evaluate the pros and cons of
applying said technology to this use case.Os 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
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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.
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碩士南台科技大學
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.
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Philmon, Brittany Diane. "Complaint Behaviors of the Millennial Generation". 2009. http://hdl.handle.net/1969.1/ETD-TAMU-2009-12-7287.
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The Millennial Generation, typically agreed upon by researchers to be those born from 1982 through 2000, displays exclusive characteristics making it truly different from other previous generations. As of 2000, this generation comprised about one fourth of the total US population, making this cohort's attributes demand consideration. The Millennials are quickly becoming a large factor in the workforce, now finishing college and becoming active consumers in the economy; hence, rapidly becoming a large portion of the traveling population as well. Because this generation is the first to be exposed to the Internet from birth, generally retain positive, trusting views of companies, and have a constant need to congregate with friends and family, questions arise regarding how and to whom Millennials complain, possibly engaging in negative electronic word-of-mouth. Negative e-WOM is especially pertinent to the travel industry due to the potentially extensive harmful outcomes it can cause for practitioners.
Therefore, an explanatory study was conducted with a research design that applied a qualitative approach in efforts to gain further insight to the complaint behaviors of the Millennial Generation. Research questions to whom Millennials complain were asked, as well as how and why Millennials complain in certain ways. Findings indicate Millennials typically voice complaints to friends and parents in efforts to discuss their emotions concerning the complaint and obtain their advice on the complaint. In the rare cases where Millennials do complain directly to the company, the relational aspects, convenience, and quickness of response the media offers influence which media Millennials use to issue the compliant.
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Lee, 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.
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碩士朝陽科技大學
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.
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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.
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Complaint handling encounters represent useful opportunities for retailers to rectify problems,
salvage the relationship between the retailer and the customer, and increase customer satisfaction
and customer loyalty. Service recovery (complaint handling) therefore becomes critical “moments
of truth” for organisations in their efforts to satisfy and retain customers.
The purpose of the research was to explore and describe complainants’ evaluations of appliance
retailers’ complaint handling procedures in terms of their perceptions of justice. In addition, the
relationships between perceived justice and emotions and perceive justice and post-complaint
behavioural intentions were explored.
The unit of analysis was consumers who had encountered an appliance failure and had sought
redress from the appliance retailer where the appliance was originally purchased (within a oneyear
recall period). This study used a cross-sectional survey approach to capture real perceptions
of justice, emotions and behavioural intentions. Convenience sampling was employed in Tshwane,
a major metropolitan area of South Africa. Data was collected via a self-administered
questionnaire. A total of 198 usable questionnaires were collected.
The results of the exploratory factor analysis showed that respondents had specific expectations
about retailers’ complaint handling.
Confirmatory factor analysis indicated that the respondents indeed judged complaint handling in
terms of procedural, interactional and distributive justice. They experienced procedural justice
when complaint handling personnel followed company policy and the correct procedures in
handling their complaints, when the employees were competent, when they resolved complaints in
a timely manner and made it easy for the dissatisfied consumers to voice their complaints.
The respondents experienced interactional justice when complaint handling personnel treated
them with respect (were polite), made it easy for them to determine where to lodge their complaints
(i.e. to whom they should complain in the company), communicated clearly (with adequate use of
language), were appropriately concerned about the problem, took great effort in resolving the
complaint, and provided them with an appropriate explanation as to why the appliance has failed.
Verbal communication about where to complain forms part of respondents’ perception of the
fairness of the interpersonal communications used in settling complaints factor, rather than the
procedural justice factor.
The respondents experienced distributive justice when they perceived that the redress (i.e.
compensation: free repairs, product exchange, refund, voucher etc.) offered by the retailers was
more they expected, was fair, was what they deserved or was what they needed.
Respondents perceived that retailers’ were fair concerning procedural justice and distributive
justice, but unfair concerning interactional justice.
The strongest positive emotions that respondents experienced were gratitude, happiness, being
valued and joyfulness, while lower levels of warm feelings and pride were experienced. The
strongest negative emotions that respondents experienced were anger, annoyance, being upset
and being in a bad mood, while lower levels of guilt and sadness were experienced.
Relationships exist between respondents’ perceptions of justice and their emotions, and between
their emotions and post-complaint behavioural intentions (repurchase intentions, word-of-mouth
intentions and third-party complaint intentions).
The study has important practical implications for appliance retailersDissertation (MSc)--University of Pretoria, 2014.
tm2014
Consumer Science
Unrestricted
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Su, Kueihs-Hsiang, i 蘇貴香. "Consumer Complaint Behavior in Real Estate Brokerage". Thesis, 2006. http://ndltd.ncl.edu.tw/handle/86013692588449659648.
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碩士逢甲大學
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.
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"Consumer complaint behavior pattern in Hong Kong". Chinese University of Hong Kong, 1989. http://library.cuhk.edu.hk/record=b5886186.
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Sung, Yu-Chi, i 宋玉麒. "Airline''s Tourist Complaint Behavior and Resolution". Thesis, 1999. http://ndltd.ncl.edu.tw/handle/93247558059970014945.
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碩士中國文化大學
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.
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Liu, Ching-San, i 劉靖姍. "A Study on Life Insurance Customer Complaint". Thesis, 2010. http://ndltd.ncl.edu.tw/handle/46314051253320734258.
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碩士臺灣大學
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.
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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.
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Research Doctorate - Doctor of Philosophy (PhD)While 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.
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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.
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碩士中國文化大學
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).