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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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Yuen, Chi-chung Laurence. "Complaints against Hong Kong police : who are the complainees and why complained? /". Hong Kong : University of Hong Kong, 2000. http://sunzi.lib.hku.hk/hkuto/record.jsp?B22032307.
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Vanhook, Patricia M., Lynne M. Dunphy, B. Porter, M. Zycowizc, T. South, L. Martian-Plank i C. Luskin. "Common Musculoskeletal Complaints". Digital Commons @ East Tennessee State University, 2019. https://dc.etsu.edu/etsu-works/7408.
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Book Summary: Serves the needs of advanced practice nurses because it’s written by nurse practitioners for nurse practitioners, in collaboration with a physician. Organizes content around the Circle of Caring framework for nursing-based knowledge and holistic care. Explores complementary and alternative treatments for each disorder. Covers the broadest range of human disease and disorders using a systems-based approach, presenting both common complaints and common problems to help students narrow down the possible differentials to the most likely diagnosis. Considers interactions of pharmaceuticals with alternative medications and nutraceuticals. Features coverage of pathophysiology and diagnostic reasoning as well as up-to-date guidance on laboratory and diagnostic tests. Emphasizes evidence-based practice with information on evidence levels and more references to primary studies. Integrates discussions of health policy and primary care throughout the text.
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Lam, Ka-pik. "Police complaints system and the proposed legislation : Independent Police Complaints Council Bill /". View the Table of Contents & Abstract, 2007. http://sunzi.lib.hku.hk/hkuto/record/B38838503.
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Lam, Ka-pik, i 林家碧. "Police complaints system and the proposed legislation: Independent Police Complaints Council Bill". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2007. http://hub.hku.hk/bib/B39312422.
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Hall, Courtney D. "Assessment of Subjective Complaints". Digital Commons @ East Tennessee State University, 2018. https://dc.etsu.edu/etsu-works/5379.
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Karapetyan, Margarit. "Social Media and Complaints Handling". Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-28612.
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AbstractTitleComplaints Handling and Social MediaPurposeThe purpose of the project is to describe how companies conduct complaints handling in socialmedia and how they listen, talk and energize with the help of social media in terms of complaintshandling.Research QuestionsHow do companies perform complaints handling in social media? How do companies listen, talkand energize in social media in terms of complaints handling?Theory and ConceptsComplaints handling; encouraging customers to voice a complaint; the role of front-lineemployees in complaints handling; the role of compensation in complaints handling; socialmedia and relationship marketing; listening in social media; talking in social media; energizingon social mediaMethodologyThe study is descriptive with deductive approach. The research is qualitative and the researchstrategy is one-to-one interviews. Interviews were conducted with social media representatives ofBeeline, SAS supermarkets’ chain and Figaro restaurant group in Armenia.ConclusionsFrom the research it was concluded that SAS supermarkets’ chain and Figaro restaurant group interms of complaints handling mainly embrace the relationship potentials social media provides.That is they listen to complaints on social media; they always response to complaints either bytaking proactive measures or describing the situation; however, they do not energize customerswith stories about successful complaints handling experiences. While, in terms of complaintshandling, Beeline does not use the tools of listening, talking and energizing properly. It was alsoconcluded that both SAS supermarkets’ chain and Figaro restaurant group conduct complaintshandling in social media environment mainly in accordance to theories about how successfulcomplaints handling can be done, while Beeline does not.
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Seneviratne, Mary. "Complaints procedures in local government". Thesis, University of Sheffield, 1990. http://etheses.whiterose.ac.uk/1883/.
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This study examines the ways in which local authorities in England handle complaints from consumers of their services, and, in particular, looks at the extent of and use of internal complaints procedures. It is argued that complaints procedures are important because they are a part of a citizen's democratic entitlement, and that, as they are concerned with the resolution of the individual trouble case, they are a fit study for lawyers. Justifications are given for locating the study within local government, and the impact of organisational theory in this area is explored. Other methods of dealing with consumer complaints are examined, and it is concluded that, although councillors, the courts and the Local Ombudsman all have a role to play in this area, there is still a need for authorities to have internal complaints procedures. The major part of the study explores in detail the extent of authority-wide internal complaints procedures in local government in England. It justifies the use of these procedures, and compares the experiences of various departments within local government in relation to the use of departmental complaints procedures. In addition, there is more detailed study of social services departments and planning departments, not only in relation to complaints procedures, but also in relation to other practices which may reduce complaints. Authorities, in general, did not have well developed complaints procedures, and there was little evidence of their use as part of the managerial process. There were, however, some authorities with good practices, and there is evidence of change within local government, which is now recognising the necessity of taking complaints seriously.
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Crawley, Sarah. "Somatic Complaints in Anxious Youth". Diss., Temple University Libraries, 2011. http://cdm16002.contentdm.oclc.org/cdm/ref/collection/p245801coll10/id/155885.
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PsychologyPh.D.
Objective: This study examined (a) the distribution of physical symptoms in youth with specific primary anxiety disorders (i.e. separation anxiety disorder [SAD], generalized anxiety disorder [GAD], and social phobia [SP]) and (b) their response to treatment with cognitive-behavioral therapy (CBT; 14 sessions of CBT over the course of 12 weeks), medication, combination therapy (CBT + medication), or pill placebo in a sample. Method: Anxiety disordered youth (N = 488, age 7-17) who met criteria for a primary diagnosis of GAD, SAD, and/or SP as part of the Child/Adolescent Anxiety Multimodal Study (CAMS; Walkup et al. 2008) were included in this study. The sample was diverse and included children with comorbid secondary diagnoses. Results: The most common somatic complaints were headache, stomach pain or aches, feeling drowsy or too sleepy, head cold or sniffles, and sleeplessness. The distribution of these complaints did not differ across diagnostic groups. The number and severity of physical symptoms decreased over the course of treatment. Treatment condition, including placebo, was unrelated to the number and severity of physical symptoms posttreatment. Conclusions: Treatment of anxiety leads to a decrease in the number and severity of physical symptoms experienced in anxiety-disordered youth, irrespective of treatment type.
Temple University--Theses
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Sauvage, Deborah. "Experiences of Complaints about Counselling, Psychotherapy and Casework: Voicing the Need for Accountability and Care". Thesis, Griffith University, 2013. http://hdl.handle.net/10072/365641.
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The original contribution to knowledge that this thesis provides is Australian qualitative data about experiences of complaints regarding the practices of practitioners providing counselling, psychotherapy and casework. At present, only psychologists and psychiatrists providing such ‘talking cures’ are required in Australia to be registered and accountable by law, whereas a range of other occupations such as counsellors, psychotherapists, and social workers may choose whether or not they become a member of, and therefore accountable to, a voluntary professional association. Findings from this research are aimed at increasing knowledge about the dynamics associated with complaints, as well as a range of harmful and problematic practices that lead to complaints. This research project was designed to address gaps in previous research which tended to focus on harm to clients due to sexual boundary violations as well as on patterns in complaint statistics. Qualitative data which voiced the lived experience needed to be sought and power dynamics needed to be made more visible. Therefore feminist theory and phenomenology were chosen to provide the conceptual framework for the methodology. Qualitative interviews occurred with twenty-two participants who were recruited in three groups: third party complainants; respondent practitioners; and complaint managers. Data across all participant groups was thematically analysed and themes emerged in three areas: impact, power and needs associated with experiences of complaints. Within the cases discussed by participants, there was evidence of significant psychological trauma, barriers to reporting, a lack of ownership or management of power, and systemic failures in providing accountability and care. Findings provided rich data for discussion in terms of implications for legislation and policy, education and public awareness, best practice in preventing and responding to complaints, and areas for further research.Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
School of Human Services and Social Work
Griffith Health
Full Text
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Hall, Katharyn E. "Illness representations and memory complaints in epilepsy". Thesis, University of Sheffield, 2008. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.500288.
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Phungo, Muthuphei Joseph. "Complaints and responses in selected Tshivenda dramas". Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52743.
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Thesis (MA)--University of Stellenbosch, 2002.ENGLISH ABSTRACT: When we consider the total number of complaints, which have been used in the selected Tshivenda dramas, we find that the drama ZWO ITWA has the most complaints. i.e. 24.8% of complaints in the six books. The drama VHD LU FUKULA also has a high number of complaints i.e. 20.8% of all the complaints. In the analysis of complaints in selected Tshivenda dramas, eight strategies were considered. It frequently happened that more than one strategy was used in individual complaints. On average, 2.1 to 1.7 strategies appear in a complaint with an average of 1.9 strategies per complaint. With regard to the analysis of individual strategies in all books, we find that indirect accusation has the highest frequency i.e. 35.7%. This refers to an accusation in which the complainer wants to find out whether the hearer may be the potential agent of the complaint. Thus, the complainer does not directly accuse the hearer of the complaint. The study also reveals that characters like using strategies which are less direct and less face threatening. The strategies which appeared most frequently in of each book are annoyance, indirect accusation, ill consequences and explicit blame on behaviour (action). When we consider the total number of responses, which have been used in all the dramas, the study shows that ZWO ITWA has the most responses i.e. 22.6% of all the responses to the complaints in the six books. The drama VHD LU FUKULA also has a high frequency of responses i.e. 20.5% of all responses. Out of the six types of responses that were identified, question has the highest frequency of 37.3%. It also became clear in this study that some of the questions were used to object. The response, which also has high frequency, is contradiction. This response has a percentage of 21.2% of the total responses.
AFRIKAANSE OPSOMMING: Wanneer die totale getal klagtes in die geselekteerde Tshivenda dramas oorweeg word, vind ons dat 2WO ITWA die meeste klagtes het, naamlik 24.8% van die klagtes in die ses boeke. Die drama VHO LU FUKULA het ook 'n groot aantal klagtes, naamlik 20.8% van al die klagtes. In die analise van klagtes in die geselekteerde Tshivenda dramas is agt strategieë oorweeg. Dit gebeur dikwels dat meer as een strategie gebruik is in individuele klagtes. Vanaf 2.1 tot 1.7 strategieë verskyn in 'n klagte met 'n gemiddelde van 1.9 strategieë per klagte. Ten opsigte van die analise van individuele strategieë in al die boeke is gevind dat indirekte beskuldiging die hoogste frekwensie het, naamlik 35.7%. Dit verwys na 'n beskuldiging waarin die klaer wil uitvind of die hoorder die potensiële agent van die klagte is. Dus, die klaer beskuldig nie die hoorder direk oor die klagte nie. Die studie toon ook dat karakters daarvan hou om strategieë te gebruik wat minder direk is en nie 'n persoon se selfbeeld aantas nie. Die strategieë met die hoogste frekwensie in elke boek is ergernis, indirekte beskuldiging, nadelige gevolge en eksplisiete blaam op die gedrag (handeling). Ten opsigte van die totale getal response die klagtes in die betrokke dramas, het die studie getoon dat ZWO ITWA die meeste response het, naamlik 22.6% van al die response op klagtes in die ses boeke. Die drama VHO LU FUKULA het ook 'n hoë frekwensie reaksies, naamlik 20.5%. Van die 6 tipes reaksies het die vraag die hoogste frekwensie, naamlik 37.3%. Dit is ook duidelik dat sommige vrae gaan oor objeksies. 'n Respons wat ook 'n hoë frekwensie het, is teenstelling naamlik 21.2% van alle response.
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Montellano, Bernardo Oom Ortiz de. "The optimization of the complaints management system". Master's thesis, NSBE - UNL, 2013. http://hdl.handle.net/10362/11633.
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A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and EconomicsAs result of the impact of the Global Financial Crisis a new paradigm shift in Consumer Behaviour has taken place. In place of compulsive consumption and long-term brand loyalty, consumers adopted more demanding attitudes and are less tolerant towards inefficiencies. In this context, understanding customers’ expectations and the root causes of their complaints became a key driver of the businesses success. The purpose of this study is to present solutions to optimize a Complaints Management System, in order to satisfy and delight customers. The analysis was based on the procedures and respective results of Worten, a Portuguese market leader retailer of White Goods and Consumer Electronics, as well as on the customers’ expectations about Repair Services. Finally, nine solutions were provided in order to meet the new trends of Consumer Behaviour and minimize their complaints by guaranteeing customers’ satisfaction
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Mousavi, Mohammad. "Managing Customer Complaints in Online Auction Markets". ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/7563.
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The purpose of this multiple case study was to explore strategies managers in the online auction industry used to manage customer complaints to improve customer satisfaction. The targeted population consisted of 4 managers of online auction companies in the southwestern region of the United States. The conceptual framework for the study was Argyris and Sch�n's double-loop learning theory. Data were collected via semistructured interviews with business managers, observation of company operations and behaviors, review of documentation, and member-checking activities. Data analysis consisted of text interpretation of data and notes using coding techniques. Data analysis resulted in 5 themes: business orientation, customer purview, complaints handling, coping strategies, and learning abilities. The implications of this study for positive social change include facilitating the growth of online markets and increasing lower-cost purchasing opportunities for consumers with limited access to conventional marketplaces.
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Patterson, Jan. "Consumers and complaints systems in health care /". Title page, contents and summary only, 1996. http://web4.library.adelaide.edu.au/theses/09PH/09php3174.pdf.
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Kerrigan, Austin. "Police accountability: the role of the complaints against police office". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1992. http://hub.hku.hk/bib/B31976980.
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Hsieh, Yahui Sophie Public Health & Community Medicine Faculty of Medicine UNSW. "Rethinking quality of care in the context of patient complaints: the response of a hospital organisation to complaints in Taiwan". Awarded by:University of New South Wales. School of Public Health and Community Medicine, 2005. http://handle.unsw.edu.au/1959.4/28209.
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The study explores the management of patient complaints at a private hospital in Taiwan (i.e. the Case Hospital). The case study aims to identify factors which influence the response of the hospital to patient complaints and whether it incorporates information derived from patient complaints in its quality improvement efforts. The study was conducted in two stages. The first stage was a cross-institutional comparison of quality management systems between a hospital in Britain and a hospital in Taiwan. The study explored how these hospitals managed patient complaints and whether they took such feedback into account in reviewing priority of services. The second stage included a detailed case study of the hospital in Taiwan (the Case Hospital), exploring the hospital???s responses to patient complaints, along with the factors which may have influenced these responses. The study was designed to triangulate data through the use of a multi-method approach to derive converging or diverging empirical evidence from a variety of data sources. Data were obtained through interviews with hospital senior managers, a senior social worker, government officials, and managers of non-government organisations. A questionnaire survey was administered to managers, and the Critical Incident Technique (CIT), along with observation, was applied, as well as analysis of documents. Principally, this study adopts the techniques of thematic analysis (Lincoln and Guba, 1985a) with an interpretivist approach to analyse the empirical data. The results of the study indicate that although the Case Hospital appeared to be concerned about patients??? complaints, it did not respond in a systematic way to the messages received. Hospital managers appeared to merely attempt to pacify complainants while ignoring the underlying causes of their complaints. It was evident that there were no protocols in place as to how staff should handle complaints, and as a result, the hospital was failing to use the information about systemic problems provided by patient complaints to make any sustainable quality improvement. In other words, whilst the Case Hospital was attempting to resolve patient complaints on a case-by-case basis (doing things right for the patient, or in the terms of Argyris (1990), using ???single-loop??? learning), it was not reviewing or acting on these complaints as a collective group to identify systemic problems and deficiencies (doing right things, i.e. ???double-loop??? learning). The study found that the organisational response to complaints was influenced by features of the complaints and institutional attributes. Features of complaints affected the response pathways to complaints, such as patients??? status, the severity of complaints, and the nature of complaints. In terms of systemic features, the organisational response to complaints was influenced by the interaction between managerial factors (e.g. organisational structure and organisational culture), operational factors (e.g. documentation and communication), and technical factors (e.g. complaints handling techniques and information systems). The values of the top hospital management have been recognised as a powerful influence on these factors. Generally, results show that although the Case Hospital tends to take action to address individual complainants, there was no evidence of sustainable quality improvement within the organisation as a result of complaints data. The study recommends that if the hospital intends to use patient complaints to improve quality of clinical care, a ???double-loop??? learning strategy should be adopted within the organisation. This study also argues that governments need to take more responsibility and demand more accountability from hospitals, in terms of complaints handling. The individual hospital would thus be able to respond to patient complaints in a systemic way. Hospitals need to be more accountable when using patient complaints to drive quality improvement in the future.
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Costa, Esther Dias da. "Animal abuse complaints assisted in Curitiba, Paraná, Brasil". reponame:Repositório Institucional da UFPR, 2016. http://hdl.handle.net/1884/46346.
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Orientador : Prof. Dr. Alexander Welker BiondoCoorientadora : Profª. Drª. Rita de Cassia Maria Garcia
Dissertação (mestrado) - Universidade Federal do Paraná, Setor de Ciências Agrárias, Programa de Pós-Graduação em Ciências Veterinárias. Defesa: Curitiba, 24/03/2016
Inclui referências : f. 29-32;38-42
Área de concentração : Saúde Única
Resumo: A crueldade contra animais é um crime previsto em lei federal no Brasil, mas a falta de relatórios dificulta a identificação desses casos, assim como o reconhecimento da gravidade, da magnitude e a caracterização dos casos atendidos pelos órgãos responsáveis por averiguar essas ocorrências. A fim de obter informações relevantes para compreender e melhorar o serviço de atendimento às denúncias de maus-tratos a animais realizadas em Curitiba, a capital do estado do Paraná e a oitava cidade mais populosa do Brasil, foi estabelecida uma parceria entre o serviço de Medicina Veterinária do Coletivo da Universidade Federal do Paraná e a Rede de Defesa e Proteção Animal, um programa da Secretaria Municipal do Meio Ambiente de Curitiba. Nesse estudo, foram analisadas, no período de abril a setembro de 2013, 1.157/2.016 (57,39%) ligações de maus-tratos a animais encaminhadas para a Prefeitura, sendo a ausência de alimentação, ambiente envolvendo riscos e espaço restrito oferecido aos animais as situações mais reclamadas (61,43% do total de reclamações); 392/1.157 ligações foram confirmadas após a verificação pelo fiscal, sendo que 62,64% do total das situações de maus-tratos confirmadas as mesmas situações denunciadas. Estiveram envolvidos nas denúncias pelo menos 356 animais sendo 272 (74,4%) cães. Verificou-se também uma correlação significativa e positiva entre as denúncias confirmadas de maustratos a animais e a densidade demográfica nos bairros (p<0,001; r = 0,741) e entre os casos de homicídios (p<0,001; r = 0,657), e significativa e negativa entre as denúncias confirmadas e a renda média mensal da população (p<0,005; r = - 0,323). Esta dissertação aborda também, de forma breve, o importante papel que o veterinário desempenha no reconhecimento de casos de abuso contra animais correlacionados a violência contra a mulher, a criança e o idoso, assunto que foi publicado como carta ao editor na Revista Clínica Veterinária. O presente estudo revela uma parte do problema relacionado aos maus-tratos contra os animais em Curitiba, e pode servir como ferramenta para melhorar a saúde animal e para incluir os maus-tratos de animais no mapa da violência contra a vida. Palavras-chave: maus-tratos a animais, violência humana, perfil, fiscalização.
Abstract: Animal cruelty is a federal crime in Brazil, but the lack of animal abuse reports make it difficult during the identification of the severity, magnitude and characterization of the cases attended by the agencies responsible for responding to complaints. In order to obtain relevant information to understand the animal problem and improve animal protection service in Curitiba, the capital city of the state of Paraná and the eighth most populated city of Brazil, a partnership was established between the Shelter Medical Service of Veterinary Hospital of Federal University of Paraná and the Animal Protection Network, program of Environment Department of Curitiba. Accordingly, this study aimed to sample 1,157/2,016 (57.39%) animal complaint calls from April to September reported to Environment Department of Curitiba, including lack of food, environmental risks and restriction of space, the most demanded situations (61.43% of total complaints); 392/1,157 calls were confirmed after verification by the inspector, and 62.64% of all cases of mistreatment confirmed the same situations denounced. At least 356 animals were involved in the reports of which 272 (74.4%) were dogs. There was also a significant and positive correlation between confirmed reports of animal maltreatment and population density in neighborhoods (p<0.001; r = 0.741) and between homicide cases (p<0.001; r = 0.657), and substantial and negative association between the confirmed reports and the average monthly income of the population (p<0.005; r = -0.323). This dissertation also briefly discusses the important role that the veterinarian plays in the recognition of cases of abuse against animals correlated with violence against women, children and the elderly, published as a letter to the editor in the Clínica Veterinária Journal. The present study shows a part of the animal abuse problem in Curitiba, and may be a tool to improve animal health and to include animal abuse in the record of violence against life. Keywords: animal abuse, human violence, profile, inspection.
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Middelkoop, Marienke van. "Lower extremity complaints in runners and other athletes". [S.l.] : Rotterdam : [The Author] ; Erasmus University [Host], 2008. http://hdl.handle.net/1765/12064.
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Hodges, Sally. "Psychological effects of complaints of excessive menstrual bleeding". Thesis, University of Oxford, 1989. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.253410.
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Olson, Eric. "Customer evaluation of managers' responses to online complaints". Doctoral diss., University of Central Florida, 2014. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/6330.
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Managers have begun to respond to customers' online reviews of services on online review websites. However, it is not known how viewers evaluate company-initiated service recovery in the form of manager responses to online reviews. This research has three objectives: (1) to explore how managers are currently responding to electronic word of mouth; (2) to investigate whether a manager's response to electronic negative word of mouth (eNWOM) positively influences viewers' behavioral intentions; (3) to examine which elements in a manager's responses increases viewers' evaluations of trust and behavioral intentions towards the company.
Three studies were conducted, one for each objective. Study "1 examined 21,211 online reviews and manager responses from Tripadvisor.com from 184 hotels in five cities. Study "2 was a single-factor between-subject experimental design by manipulating a manager's response to eNWOM (response message vs. no response message) through scenarios. Study "3 was a 2 (procedural justice: high vs. low) x 2 (interactional justice: high vs. low) x 2 (social presence: high vs. low) between-subject experimental design that manipulated manager's responses through scenarios.
Findings from Study "1 revealed that managers were more likely to respond to eNWOM compared to neutral word of mouth. A content analysis of 432 company responses to eNWOM determined that managers used nine online review management strategies: appreciation, apology, future patronage encouragement, explanation, follow up, flexibility, correction, compensation, and social presence. Results from Study "2 indicated that viewers were more likely to visit a restaurant when a manager responded to eNWOM compared to no response to eNWOM. Results from Study "3 revealed a three-way interaction of procedural justice, interactional justice, and social presence on trust. There were also main effects of procedural justice and interactional justice on trust. Additionally, results provided partial support for the mediating role of trust in the relationship between the three-way interaction and behavioral intentions.
This study contributes to the online service recovery literature and online trust formation literature by enhancing the understanding of how viewers evaluate manager responses to eNWOM and how social presence can be used with procedural justice and interactional justice to enhance trust in the online review management context. Service organizations should create a comprehensive online review system to respond to eNWOM and identify ways to enhance procedural justice, interactional justice, and social presence into their responses. Online review websites should encourage companies to provide managerial response to online complaints and allow for social presence and enhanced creative options in manager responses.Ph.D.
Doctorate
Education and Human Performance
Education; Hospitality Education Track
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Owen, Anne. "Exploring factors influencing customer complaints about drinking water". Thesis, University of Surrey, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.326485.
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Blackmore, Sabine. "In soft Complaints no longer ease I find". Doctoral thesis, Humboldt-Universität zu Berlin, Philosophische Fakultät II, 2015. http://dx.doi.org/10.18452/17176.
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Diese Dissertation untersucht die verschiedenen Konstruktionen poetischer Selbstrepräsentationen durch Melancholie in Gedichten englischer Autorinnen des frühen 18. Jahrhunderts (ca. 1680-1750). Die vielfältigen Gedichte stammen von repräsentativen lyrischer Autorinnen dieser Epoche, z.B. Anne Wharton, Anne Finch, Elizabeth Singer Rowe, Henrietta Knight, Elizabeth Carter, Mary Leapor, Mary Chudleigh, Mehetabel Wright und Elizabeth Boyd. Vor einem ausführlichen medizinhistorischen Hintergrund, der die Ablösung der Humoralpathologie durch die Nerven und die daraus resultierende Neupositionierung von Frauen als Melancholikerinnen untersucht, rekurriert die Arbeit auf die Zusammenhänge von Medizin und Literatur im 18. Jahrhundert. Für die Gedichtanalysen werden gezielt Analysekategorien und zwei Typen poetisch-melancholischer Selbstrepräsentationen entwickelt und dann für die Close Readings der Texte eingesetzt. Die Auswahl der Gedicht umfasst sowohl Texte, die auf generisch standardisierte Marker der Melancholie verweisen, als auch Texte, die eine hauptsächlich die melancholische Erfahrung inszenieren, ohne dabei zwangsläufig explizit auf die genretypischen Marker zurück zu greifen. Die detaillierten Close Readings der Gedichte zeigen die oftmals ambivalenten Strategien der poetisch-melancholischen Selbstkonstruktionen der Sprecherinnen in den Gedichttexten und demonstrieren deutlich, dass – entgegen der vorherrschenden kritischen Meinung – auch Autorinnen dieser Epoche zum literarischen Melancholiediskurs beigetragen haben. Die Arbeit legt ein besonderes Augenmerk auf die sog. weibliche Elegie und ihrem Verhältnis zur Melancholie. Dabei wird deutlich, dass gerade Trauer, die oftmals als weiblich konnotierte Gegendiskurs zur männlich konnotierten genialischen Melancholie wahrgenommen wird, und die daraus folgende Elegie von Frauen als wichtiger literarischer Raum für melancholische Dichtung genutzt wurde und somit als Teil des literarischen Melancholiediskurses dient.This thesis analyses different constructions of poetic self-representations through melancholy in poems written by early eighteenth-century women writers (ca. 1680-1750). The selection of poems includes texts written by representative poets such as Anne Wharton, Anne Finch, Elizabeth Singer Rowe, Henrietta Knight, Elizabeth Carter, Mary Leapor, Mary Chudleigh, Mehetabel Wright und Elizabeth Boyd. Against the background of a detailed analysis of the medical-historical paradigmatic change from humoral pathology to the nerves and the subsequent re-positioning of women as melancholics, the thesis refers to the close relationship of medicine and literature during the eighteenth century. Specifical categories of analysis and two different types of melancholic-poetic self-representations are developed, in order to support the close readings of the literary texts. These poems comprise both texts, which explicitly refer to generically standardized melancholy markers, as well as texts, which negotiate and aestheticize the melancholic experience without necessarily mentioning melancholy. The detailed close readings of the poems discuss the often ambivalent strategies of the poetic speakers to construct and represent their melancholic selves and clearly demonstrate that women writers of that time did – despite the common critical opinion – contribute to the literary discourse of melancholy. The thesis pays special attention to the so-called female elegy and its relationship to melancholy. It becomes clear that mourning and grief, which have often been considered a feminine counter-discourse to the discourse of melancholy as sign of the male intellectual and/or artistic genius, and the resulting female elegy offer an important literary space for women writers and their melancholy poetry, which should thus be recognized as a distinctive part of the literary discourse of melancholy.
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Price, Michael Jay. "Strategies for Mitigating Low-Cost Airlines' Passenger Complaints". ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4475.
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Representatives of the U.S. Department of Transportation's Bureau of Transportation Statistics reported that passenger complaints filed for the first quarter of 2015 were up 14.4% over the same period of the previous year. The purpose of this single case study was to explore strategies for mitigating low-cost airlines' passenger complaints. Porter's generic strategies provided the conceptual framework for this research study. Data were collected from 3 ground service managers employed by a low-cost airline in Florida using semistructured interview questions, direct observation, field notes, and review of the airline's website and public documents filed with the U.S. Securities and Exchange Commission. Member checking and methodological triangulation were used to ensure data saturation. Inductive line-by-line analysis of participant interviews and review of documents and website to identify similar words and phrases resulted in the emergence of 5 themes: complaints, training, customer retention, policies and procedures, and low-cost strategies. The implication for social change exists because airline managers can apply insights gained from this study to mitigate passenger complaints, thereby increasing the number of customers, lowering fares, and maintaining profitability. In this way, the study may support the creation of additional jobs for airlines as well as other industries providing services to an expanded workforce necessary to accommodate more passengers. Further, in supporting better performance for low-cost carriers, this study may help these businesses to offer low fares to customers previously unable to afford travel, enabling them to visit new places and gain a better understanding of other cultures.
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Jordan, Helen. "The complaints procedure operating under the Children Act 1989 : a study of the complaints procedure operating in six Social Services Departments". Thesis, University of Sheffield, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.264439.
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Ma, Man Su-lan Paula. "A study of the ICAC's role in handling non-corruption complaints". Click to view the E-thesis via HKUTO, 1988. http://sunzi.lib.hku.hk/hkuto/record/B31975537.
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O'Callaghan, Michael Philip. "A study of the role and effectiveness of the complaints against policeoffice of the Royal Hong Kong Police Force". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1986. http://hub.hku.hk/bib/B31974867.
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Ma, Man Su-lan Paula, i 馬聞素蘭. "A study of the ICAC's role in handling non-corruption complaints". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1988. http://hub.hku.hk/bib/B31975537.
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Restemis, Andreas, i Lovelyn Okpor. "ENTERPRISE RESOURCE PLANNING SYSTEMS, BUSINESS PERFORMANCE AND USERS COMPLAINTS". Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-15245.
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Introduction: Enterprise recourse planning (ERP) is a system that combines software, hardwareand people to manage information The aim of this study is to investigate ERP systems effect onbusiness performance (advertised vs. realized benefits) and user’s complaints. It also aims toidentify the most important issue a company faces after implementing an ERP system and if thisstops potential benefits from happening. This will be viewed from a user’s perspective. Approach/Methodology: This research includes qualitative and quantitative primary data withsecondary data to answer the research questions posed. It is based on a number of semistructuredinterviews of people well versed in ERP systems presented in case study form.Alongside, it also utilizes a series of questionnaires presented in tabular form. The data wasanalyzed and linked with theory to provide answers and test assumptions. Findings: ERP systems provide their advertised benefits to a large extent. The most importantorganizational issue after implementing an ERP system is resistance to change and this issueaffects the benefits realization of the system. Finally, user’s complaints about ERP systems arevaried and include the speed of the system, support in error situations and general complexity. Conclusions: Even though it provides many benefits in business performance, an ERP system,selection and implementation in a company is a critical step. The whole process is complicated,resource consuming, takes a long time and can encounter problems. Mistakes in theimplementation cost a company more resources to fix after they happen. In this case preventionis better than cure and the best medicine.Implications and Value of research: ERP system implementation and use should bemethodically planned from the beginning to get maximum benefits realization. This is especiallyimportant in effectively managing change in an organization. In this issue, top level managersshould be aware and committed to. Suggestion for future studies: A possible research that could correlate user complaintcategories already established with age group of respondents under a global perspective.
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Bell, Nancy M. "Young people at residential school : rights, communications and 'complaints'". Thesis, University of Glasgow, 2008. http://theses.gla.ac.uk/473/.
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Children and young people at residential schools are among the most vulnerable and marginalized of societal groups. While increasingly research has focused upon the everyday worlds of these children and young people, there has been an absence of research in Scotland that has examined the complex matrix of children’s human rights, complaints processes and advocacy, exploring children and young people’s understandings about those key themes and the institutional relations affecting their daily lives. Situated within a theoretical and contextual framework informed by institutional ethnography and children’s human rights, this thesis provides an account of young people’s understandings about rights, ‘complaints’ and advocacy, illustrating key textual constituents of adult dominated institutional relations influencing those understandings. The thesis begins from the standpoint of young people at residential school, acknowledging young people as expert knowers of their own experiences and claiming that these experiences are located within multifarious intersections of social, generational and institutional relations. Young people revealed in the research that they had little or no knowledge about their rights and that they preferred to discuss their concerns - their ‘complaints’ - with people they know and trust. Young people also disclosed that they had little contact with formal advocates and a poor understanding about advocacy services and the residential school’s internal complaint process. By mapping institutional factors affecting young people’s knowledge and understanding, this research has illuminated the multifaceted complaints process environments located within social care, health, education and legal contexts, explicating the systemic barriers to hearing the concerns of young people about possible rights violations. As researcher, I argue that it is essential for young people at residential school to understand their rights to claim rights violations and seek resolutions to possible rights infringements. Secondly, complaints process definitions need to be informed from a rights-based perspective and coordinate with young people’s own understandings about what constitutes a ‘complaint’. Defining complaints and implementing complaints processes from a human rights perspective, together with ensuring young people have trusting relationships with known advocates in their everyday worlds, is imperative for determining young people’s access to complaint processes and ensuring young people fully realize their entitlements. This research shows how institutional texts – unseen and unknown to young people – exist in ways that may actually interfere with this objective and prohibit the implementation of young people’s participation, protection and provisions rights. By extending our knowledge of young people’s everyday worlds beyond the scope of what is readily apparent in the ordinary ways in which we live our lives, this research has identified sites of potential change within the system of institutional texts, making it possible to effect change that will facilitate, rather than obfuscate, the implementation of young people’s human rights.
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O'Connell, Rhiannon. "Subjective sleep complaints in individuals with mental health problems". Thesis, University of Sheffield, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.323316.
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Brown, Richard D. "'The new poet' : novelty and tradition in Spenser's Complaints". Thesis, University of York, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.282228.
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Rhurakvit, Maneenun. "Complaints in Thai and English : an interlanguage pragmatic study". Thesis, Queen Mary, University of London, 2012. http://qmro.qmul.ac.uk/xmlui/handle/123456789/3150.
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Carrying out the speech act of complaining in one‘s mother tongue might not require a great amount of effort. Nevertheless, it tends to be problematic when it comes to the case of second language learners. This study, therefore, explores the characteristics of the interlanguage complaints of Thai learners of English who are in different contexts of studying. The data, based on the DCT (Discourse Completion Task) questionnaires, is taken from four groups of informants: (1) native Thai speakers (2) native English speakers (3) Thai learners of English in Thailand and (4) Thai learners of English in the UK. The findings are analysed within three main aspects namely, the complaint strategies, the complaint lengths and patterns, and the complaint internal modifications. The elicited data reveals that in general the learners of English in Thailand tend to have similar complaint patterns to those of native Thai speakers. On the other hand, the complaint patterns uttered by the learners of English in the UK tend to be close to those of native English speakers. Nevertheless, it seems that neither the learners of English in Thailand, nor in the UK use downgraders properly. The insufficient use of internal modifications, such as downgraders results in the learners‘ weighty complaints compared to those of native English speakers. In other words, the learners‘ complaints might be less appropriate from the native speaker‘s point of view. The findings might be interpreted to conclude that the studying abroad context is one of the influential factors in language learners‘ improvement, although the divergence of learners‘ complaints still exists in some aspects. The findings give implications to language educators, particularly in Thailand, in that textbooks and pedagogical models provided for learners should be supplied with real-language in use and also other supplements regarding the sociopragmatic rules of the target language in order to enhance the learner‘s pragmatic ability.
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Bell, Nancy Marie. "Young people at residential school rights, communications and 'complaints' /". Connect to e-thesis, 2008. http://theses.gla.ac.uk/473/.
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Thesis (Ph.D.) - University of Glasgow, 2008.Ph.D. thesis submitted to the Department of Sociology, Anthropology and Applied Social Studies, University of Glasgow, 2008. Includes bibliographical references. Print version also available.
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JÃnior, JoÃo Batista Pereira. "Determinants of the probability of dealing with complaints in the organs of consumer protection: an econometric analysis of the national registry of substantiated complaints". Universidade Federal do CearÃ, 2014. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=11736.
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nÃo hÃO presente trabalho promoveu uma anÃlise do Cadastro Nacional de ReclamaÃÃes Fundamentadas do ano de 2011 (publicaÃÃo ocorrida em 2012) cuja base de dados possui 153.094 observaÃÃes, as quais representam todas as reclamaÃÃes formuladas neste perÃodo nos ÃrgÃos de defesa do consumidor espalhados em todas as regiÃes do territÃrio nacional. Foram realizadas regressÃes logÃsticas de modo a determinar uma medida probabilÃstica que retrata as possibilidades de Ãxito nas demandas dos consumidores junto Ãs entidades e ÃrgÃos criados para a discussÃo e processamento das mesmas. O modelo economÃtrico proposto considerou sexo e faixa etÃria dos consumidores, o assunto discutido nos processos, a localizaÃÃo geogrÃfica onde se deu a reclamaÃÃo, alÃm do ramo de atividade dos fornecedores reclamados. Com as simulaÃÃes realizadas, entre outros resultados, constatou-se que as maiores chances de Ãxito no cenÃrio nacional, para pessoas do sexo feminino na faixa etÃria de 31 a 40 anos, sÃo para as demandas que envolvem produtos (67,3%) e que o setor de habitaÃÃo apresentou a menor probabilidade de celebraÃÃo de conciliaÃÃo entre as partes (39,1%).
The present work promoted an analysis of the National Register of founded Complaints of the year 2011 (publication happened in 2012) whose base of data possesses 153.094 observations, which represent all of the complaints formulated in this period in consumer defense organs spreaded in all areas of the national territory. Logistic Regressions were performed in order to determine a probabilistic measure that reflects the possibilities of success to consumers' demands together the entities and organizations created for discussion and processing of demands. The proposed econometric model took into account sex and consumers' age group, the subject discussed in the processes, the geographical location where happened the complaint, besides the field of activity of the claimed suppliers. With the accomplished simulations, among other results, it was verified that the largest success chances on the national scene for females aged 31-40 years are for the demands that involve products (67.3%) and that the housing sector presented the lowest probability of celebrating conciliation between the parties (39.1%).
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Smith, Jaclyn D'Anne. "The investigation of rape complaints variables that best predict arrest /". College Park, Md. : University of Maryland, 2005. http://hdl.handle.net/1903/2569.
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Thesis (M.A.) -- University of Maryland, College Park, 2005.Thesis research directed by: Criminology and Criminal Justice. Title from t.p. of PDF. Includes bibliographical references. Published by UMI Dissertation Services, Ann Arbor, Mich. Also available in paper.
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Li, Hoi-kwong. "Filing of complaints by the US Food and Drug Administration /". View the Table of Contents & Abstract, 2005. http://sunzi.lib.hku.hk/hkuto/record/B35082471.
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Bennett, Evelyn Nora. "The rhetoric of interdisciplinarity, manifestos and complaints in literary studies". Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1998. http://www.collectionscanada.ca/obj/s4/f2/dsk2/tape15/PQDD_0021/MQ36812.pdf.
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Meijer, Eline Maria. "Work-related complaints in the upper extremity prevention and treatment /". [S.l. : Amsterdam : s.n.] ; Universiteit van Amsterdam [Host], 2006. http://dare.uva.nl/document/23449.
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Li, Hoi-kwong, i 李海光. "Filing of complaints by the US Food and Drug Administration". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2005. http://hub.hku.hk/bib/B45010766.
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Baker, Melissa Anne. "Justly so? Employee justice perceptions of legitimate and opportunistic complaints". Diss., Virginia Tech, 2013. http://hdl.handle.net/10919/51117.
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Unjust customer complaints are increasing, liberal redress policies are becoming more commonplace, and front line employees are expected to smile and just deal with fictitious complaints with redress and a sincere smile. Is this justly so? This research helps to fill the current gaps in complaint, justice, and emotional labor research by empirically examining employee perceptions of perceived opportunistic versus perceived legitimate complaints. This research completed one hotel and one restaurant study using a 2 x 2 between-subjects experimental design to examine complaint type (opportunistic/ legitimate) and perceived organizational support (high/low). Data was collected from a large reputable market research firm. Results find that employees from both studies experience statistically significantly lower perceptions of procedural, interactional, and distributive justice when dealing with opportunistic as opposed to legitimate complaints. Perceptions of distributive justice statistically significantly increased employee\'s emotive effort and emotional dissonance. Additionally, for all of the relationships in the hotel study and with distributive justice in the restaurant study, perceived organizational support had no significant effect on employee perceptions of justice or emotional dissonance or effort. Managerial implications of employee justice perceptions and customer complaint policies are discussed.Ph. D.
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Profant, Judith. "Fatigue and sleep complaints in women treated for breast cancer /". Diss., Connect to a 24 p. preview or request complete full text in PDF format. Access restricted to UC campuses, 2004. http://wwwlib.umi.com/cr/ucsd/fullcit?p3129934.
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Shaeffer, Alexandra Courtney. "Complaints in L2 French: perception and production across social contexts". Diss., University of Iowa, 2018. https://ir.uiowa.edu/etd/6500.
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Complaining happens in all cultures, and offers a unique insight into the values, taboos, and communicative practices of a given society. The ways in which complaining is viewed and performed vary drastically not only cross-culturally, but across smaller communal groups and between individuals, too. This dissertation approaches complaining from a multilateral perspective to investigate how individuals in three different language groups – monolingual French speakers, monolingual English speakers, and native English speakers enrolled in upper-division university French courses – perceive and produce complaints as well as the influential role played by social context.
In the perception study, the researcher explores how individuals within the examined language groups identify the presence of complaints and perceive their naturalness when presented with contextualized scenarios involving native speakers. In the production study, the researcher examines both the frequency with which individuals complain and the strategies they employ to perform a complaint in various social situations. Additionally, within the production study the researcher examines the frequency with which participants opt out from complaining and their provided rationale for doing so.
This dissertation not only identifies a variety of universal linguistic and sociocultural features of complaints, it also uncovers several aspects distinctive to the individual language groups. At the core of this dissertation is the argument that to best understand complaint behavior, researchers should acknowledge the essential influence of social context on both the perception and production of complaints. Above all, future research must consider the complex and dynamic interplay that exists between cross-cultural complaint behaviors and social norms of politeness.
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Ede, Andrew, i andrew ede@premiers qld gov au. "The Prevention of Police Corruption and Misconduct: A Criminological Analysis of Complaints Against Police". Griffith University. School of Criminology and Criminal Justice, 2000. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20030102.114721.
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The reform measures recommended by the Commission of Inquiry into Possible Illegal Activities and Associated Police Misconduct (referred to as the "Fitzgerald Inquiry") radically transformed the face of policing in Queensland. The most significant of these recommendations was the establishment of an external oversight body, the Criminal Justice Commission (CJC), which has independence from executive government and holds the power to investigate not only police but any public servant or politician. Other recommendations included "Whistleblower" legislation, increasing sanctions for serious misconduct, lateral recruitment and promotion by merit rather than seniority. The first main research question tested in this thesis is whether these reform measures have produced improvements in the following areas: the efficiency and effectiveness of the processes for dealing with complaints against police; public confidence in those processes and the public standing of the Queensland Police Service (QPS) generally; standards of police behaviour; the incidence of corrupt conduct; and police attitudes towards reporting misconduct by their fellow officers. These Fitzgerald Inquiry reforms were strategies primarily derived from two schools of thought describing the nature and cause of police corruption: deterrence based theory (including "individual" or "rotten apple" theory) and cultural (also labeled "cultural" or "socialisation") based theory. To date most strategies used to combat police corruption have been underpinned by these theories. A third theory - situational based theory (sometimes titled "environmental" or "opportunity" theory) - which has had success in crime prevention, has been scarcely used in the area of police corruption. However, an extensive body of research has affirmed the effects of situational factors on police behaviour, suggesting the potential for the application of situational crime prevention initiatives in combatting police corruption. The second research question proposed in this thesis is whether situational based theory could also be beneficial in the prevention of police corruption. Data drawn upon to test the first research question were interviews and surveys with police officers, public attitude surveys and statistics from the processing of complaints against police. Although each source has limitations, collectively the data are sufficiently comprehensive - and robust - to defend conclusions about the general direction of the changes which have occurred. These data indicate that the Fitzgerald Inquiry reforms have, at least to some degree, had their intended impact on the QPS. These reforms have contributed to an apparent improvement in public confidence in the complaints system and the QPS generally. Moreover, the available evidence suggests that the Fitzgerald Inquiry reforms have resulted in a weakening of the police code of silence. As far as the specific issue of corruption in the QPS is concerned, it is difficult to draw firm conclusions from existing data sources. However, the weight of the available evidence is that such conduct is less pervasive and occurs at lower levels than was the case in the pre-Fitzgerald Inquiry QPS. It is very difficult to ascertain which reform components were the most effective and which were not helpful at all, as these reform measures were initiated simultaneously. For example, the negative elements of the police culture may have been eliminated or reduced but whether it was the cultural strategies or one of the deterrence based strategies influencing officer behaviour remains unknown. The second main research question the thesis poses is that the use of situational crime prevention techniques has potential for contributing to the prevention of police corruption. A situational analysis of complaints against police data, including the development of a typology for classifying types of police corruption and misconduct, was used as an example of how this may be accomplished in Queensland. The study provides some, albeit limited, support for the hypothesis that situational crime prevention methods are applicable to police corruption. Based upon three years of complaints data, enough homogenous cases were gathered to enable the analysis of four categories of police corruption - Opportunistic Thefts, Driving under the Influence, Assault (while off-duty), and Theft from Employer. Given that this study only used three years of complaints data held by the CJC and more than nine years of data exist, productive situational analyses of many other categories of corruption is probable. This study also illustrated that complaints against police data are being under utilised by the QPS and the CJC. For future research in the situational analysis of complaints data, I recommend improving the gathering of data from complaints files for storage in electronic form to enable situational prevention analysis to be conducted more readily. A geographical example was used to illustrate further how complaints against police data could be more extensively utilised as a prevention tool. This analysis was conducted at an organisation unit level determined primarily by geographical factors. The complaint patterns of units of similar "task environments", as measured by unit size and type of duties performed, were compared in an attempt to identify those units experiencing the presence or absence of "bad apples" or a "negative culture". This study led to the conclusion that a divisional analysis of complaints data can provide information valuable in combatting police corruption. When task environment was held constant, it was possible to identify units experiencing the effects of possible "bad apples" and/or "negative cultures". Once these particular units were identified, intervention strategies to address the units' particular problem could be constructed. Future research in this area would involve ongoing divisional data analysis followed-up by individual assessment of officers identified as "bad apples", or a "compare-and-contrast" procedure to distinguish features requiring correction in units identified as having a "negative culture". The research findings presented in this thesis are that progress has occurred in a number of areas in addressing the problems identified by the Fitzgerald Inquiry, but that there is undoubtedly scope for more to be achieved. Despite the very significant increase in the resources and powers available to investigators post-Fitzgerald, it is still difficult to prove that a police officer engaged in misconduct, or that other officers were aware of this fact and had failed to take action, because of the constraints imposed by evidentiary and legal requirements. Thus, while it is vital to maintain an effective and credible independent complaints investigation system and ensure that there is a proper internal discipline process in place, the scope for increasing the "deterrent power" of the present system is limited. Putting more resources into complaints investigations might make a difference at the margins, but is unlikely to lead to a significant increase in the probability of a complaint being substantiated and a sanction imposed. Investing more resources in investigations has an additional cost in that such resources are then lost to other efforts to combat corruption that may provide more fruitful results in the long term. The value of an occasional substantiation is placed above the ability to engage in a large amount of prevention work. Inevitably then, three clear messages are apparent. First, continued effort must be made to modify the organisational climate of the QPS in terms of commitment to integrity. Recommended strategies to accomplish this end are to continue the recruitment of more educated, female and older officers to reduce police-citizen conflict and the negative elements of the police culture, and also to develop a comprehensive, integrated approach to ethics education for QPS officers at all ranks and positions. Second, other forms of deterrence against misconduct are needed such as the use of covert strategies like integrity testing which could be conducted in conjunction with the CJC. Third, a greater emphasis needs to be placed on developing and implementing preventive strategies. This thesis has shown that valuable prevention strategies can be gained from situational and divisional analysis of complaints data, and a range of proactive management options based upon situational crime prevention theory are recommended. These strategies have application in any police service.
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Alcock, Sandra. "Evaluating service quality at George Municipality : a complaints management systems approach". Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/917.
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The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
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Ford, Rachel Elizabeth. "NEUROPSYCHOLOGICAL COMPLAINTS ASSOCIATED WITH THE NON-MEDICAL USE OF PRESCRIPTION PSYCHOSTIMULANTS". MSSTATE, 2009. http://sun.library.msstate.edu/ETD-db/theses/available/etd-08042009-223538/.
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Researchers have argued that a reason for non-medical use of prescription psychostimulants is to self-medicate an undiagnosed case of ADHD. Therefore, this study examined neuropsychological complaints in college students with and without a history of prescription psychostimulant use. College students (N = 615) completed an Internet-based survey assessing behaviors associated with prescription psychostimulant use and symptoms of neuropsychological impairment. The results of the current study support the hypothesis that college students who non-medically use prescription psychostimulants report more symptoms of cognitive impairment (i.e., memory and attention complaints) than college students classified as non-users. Complaints about memory and attention were as common in non-medical users as medical users. Overall, the results suggest that non-medical users may use prescription psychostimulants due to perceived symptoms of ADHD.
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Koes, Bart Willem. "Efficacy of manual therapy and physiotherapy for back and neck complaints". [Maastricht : Maastricht : Rijksuniversiteit Limburg] ; University Library, Maastricht University [Host], 1992. http://arno.unimaas.nl/show.cgi?fid=5691.
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Symons, Clare Mary. "Complaints and complaining in counselling and psychotherapy : organisational and client perspectives". Thesis, University of Leicester, 2012. http://hdl.handle.net/2381/27640.
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Complaints and complaining in counselling and psychotherapy have been largely ignored in the research literature. The research in this thesis used various methods to address different but related questions within this area. An in-depth analysis of the documentary archive of complaints made to the British Association for Counselling and Psychotherapy (BACP) was undertaken. Descriptive statistics were compiled relating to the Association's Professional Conduct Procedure and Article 4.6 procedure. Thematic analysis was used to examine allegations in complaints letters and the resulting categories were then used to produce descriptive statistics. An online questionnaire was developed to explore the reasons why clients do not bring formal complaints in cases where they have experienced poor or harmful therapy. Finally, in-depth semi-structured interviews were undertaken and analysed using interpretative phenomenological analysis to explore these themes in more detail. The findings show that BACP has lower rates of complaints received and upheld than in comparable literature; male therapists are disproportionately represented among those complained about; and lay people are underrepresented as complainants. This is the first systematic research to examine therapy complaints in the UK in an area that has received minimal research attention internationally. The online survey found differences in reasons for not complaining between lay people and clients who are themselves therapists, while the interviews revealed a complex constellation of reasons for not complaining. These findings make an original contribution to debate about regulatory issues in counselling and psychotherapy and have implications for policy-makers as well as practitioners.
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Prateeppornnarong, Dhiyathad. "An evaluation of the systems for handling police complaints in Thailand". Thesis, University of Birmingham, 2016. http://etheses.bham.ac.uk//id/eprint/6970/.
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This thesis, based on empirical evidence and documentary analysis, critically evaluates the systems under the regulatory oversight of the Royal Thai Police (RTP), the Office of the Ombudsman, the National Human Rights Commission (NHRC) and the National Anti-Corruption Commission (NACC) in respect of the handling of police complaints. Comparisons will be drawn from the system under the control of the Independent Police Complaints Commission (IPCC) in England and Wales in order to provide alternative perspectives to the Thai police complaints system. This thesis proposes a civilian control model of a police complaints system as a key reform measure to instill public confidence in the handling of complaints in Thailand. Additional measures ranging from sufficient power and resources, complainants’ involvement, securing transparency and maintaining police faith in the system are also recommended to enhance the proposed system.
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Rogers, Anne. "Ethical complaints : towards a best practice for psychotherapy and counselling organisations". Thesis, Middlesex University, 2013. http://eprints.mdx.ac.uk/13062/.
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In this research I review the experiences of people who have made complaints against their therapists and of therapists who have received such complaints. These are complaints which have involved ethical contraventions and boundary violations and have been addressed by either the British Association for Counselling & Psychotherapy, the United Kingdom Council for Psychotherapy or the British Psychoanalytic Council. As far as I can ascertain there has been no published research into such experiences. Alongside this I review the experiences of members of Ethics Committees who make decisions about complaints. I briefly review with the complainant and therapist the processes leading up to the complaint; then in more detail the therapist’s response to the complainant; any support received; the experience of the tribunal and the aftermath of this. I have not had the opportunity to interview both therapist and complainant involved in the same complaint. Ethical issues of sensitivity, a non-intrusive approach and confidentiality and anonymity were of paramount importance throughout the research. At all times I endeavour to involve interviewees in the process and to ensure that they gave their informed consent to anything written. The focus throughout is on the participants’ experience. Interviews with both complainants and respondents employed a partially guided storytelling, narrative approach which allowed for rich and evocative storytelling. A number of recurring issues are highlighted. The interviews exposed wide differences between the reality experienced and the expectations which therapists had of the support that organisations were prepared to offer. Therapists and complainants were often unprepared for, and shocked by, the quasi-legalism of the complaints process and the lack of any process of alternative dispute resolution. An analysis of complaints showed differences between the numbers and types of complaints made to male and female therapists. Chairs of Ethics Committees from different modalities in UKCP and BPC whom I interviewed regarding their experiences of handling complaints often expressed anxiety and at times frustration at the confines of the written complaints procedures. Issues around confidentiality often lead to secrecy and feelings of isolation. Provisions for ethics training within the organisations’ are explored alongside any provisions for learning from the experiences of complaints. Research showed there was a very wide range of such provision. To set these experiences within a wider context a review of complaints received by other organisations; the General Medical Council, Health Professions Council and the Office of the Independent Adjudicator [Universities] is presented. By focusing attention on the human aspect of therapy breakdown I hope that this research will influence the way complaints are handled and, where appropriate, initiate changes in procedures.