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Search Results: 1 - 10 of 2239 matches for " Complaint Behaviour. "
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Distributive Justice and Customer Post-Complaint Behaviour of Fast Food Industry in Rivers State, Nigeria  [PDF]
Gibson Chituru Ogonu, N. Gladson Nwokah, Beatrice Chinyere Acee-Eke
Journal of Service Science and Management (JSSM) , 2019, DOI: 10.4236/jssm.2019.123019
Abstract: The study examined the effect of distributive justice on customer post-complaint behaviour. The need for this study has become very demanding because a dissatisfied customer will imply that the company runs risk of operating at reduced state of future revenue stream accruable to the focal company. Data were drawn through questionnaire from 200 employees of 66 fast food firms in Rivers State. Descriptive and inferential statistics were utilized in analysing the data. The study found that distributive justice has a positive and significant relationship with customer post-complaint behaviour. In view of the above findings, the study concludes that customers who experience dissatisfaction will be willing to enact positive post-complaint behaviours if the firm addresses their issues satisfactorily; and recommend amongst others that management of fast food firms should be key in effective distributive justice in order to drive customers towards positive post-complaint behaviour.
Procedural Justice and Customer Post-Complaint Behaviour in Fast Food Firms in Port Harcourt, Nigeria  [PDF]
Gibson Chituru Ogonu, N. Gladson Nwokah, Beatrice Chinyere Acee-Eke
American Journal of Industrial and Business Management (AJIBM) , 2019, DOI: 10.4236/ajibm.2019.92026
Abstract: The study examined the effects of procedural justice on customer post complaint Behaviour. This paper is imperative as any customer dissatisfied and lost becomes a convert to the competitors, thereby reducing the company’s revenue. Data were drawn through questionnaire from 200 employees of fast food firms in Rivers State. Descriptive and inferential statistics were utilized in analyzing the data. The study found that procedural justice is not positively related to repeat purchase, word of mouth and commitment. The study therefore concluded that effective and efficient service delivery anchored on sound grasp of customers’ needs matched with appropriate distributive justice will enhance good post complaint behaviour. We recommend that fast food business should adopt policies such as robust customer collaborative, market intelligence as a means of reassuring customers of super value proposition in their service delivery.
Thomas Salzberger,Monika Koller
REMark : Revista Brasileira de Marketing , 2010, DOI: 10.5585/remark.v9i1.2148
Abstract: The concept of cognitive dissonance has been an important construct in consumer behaviour research ever since it was first suggested. However, longitudinal studies on dissonance related to other post-purchase constructs such as satisfaction, loyalty and complaint behaviour are still scarce. In part, this is due to difficulties in the actual measurement of dissonance. Building upon recent contributions, the current study is concerned with the relationship between dissonance and satisfaction and their impact on loyalty and complaint behaviour. One hundred and twenty-five consumers who purchased consumer electronics or household goods were interviewed twice: at the time of purchase and three months afterwards. The results suggest that dissonance and satisfaction are complementary constructs describing different facets of the mental state of the customer after the purchase. Cognitive dissonance and satisfaction govern a different array of actions. While satisfaction has an impact on loyalty, i.e. future purchase intention and word of mouth, cognitive dissonance contributes to the explanation of complaint behaviour. Desde a primeira vez que foi sugerido, o conceito de dissonancia cognitiva tem sido uma ferramenta importante no estudo do comportamento do consumidor. Entretanto, estudos longitudinais de dissonancia relacionados a outras ferramentas pós-compra como satisfa o, lealdade e comportamento pós-insatisfa o ainda s o escassos. Isto é devido, em parte, às dificuldades em quantificar concretamente a dissonancia. Baseando-se em contribui es recentes, o presente estudo trata da rela o entre dissonancia e satisfa o e de seu impacto na lealdade e no comportamento pós-insatisfa o. Cento e vinte e cinco consumidores que compraram eletr nicos e produtos domésticos foram entrevistados duas vezes: no momento da compra e três meses depois. Os resultados sugerem que dissonancia e satisfa o s o ferramentas complementares, que descrevem diferentes faces do estado mental do consumidor depois da compra. A dissonancia cognitiva e a satisfa o governam um conjunto de a es. Enquanto a satisfa o tem um impacto na lealdade, i.e. inten o de compra futura e boca a boca, a dissonancia cognitiva contribui para explicar o comportamento pós-insatisfa o.
Quality Improvement of Services in Unversiti Teknologi Mara Pahang from a Management Perspective
Razulaimi Razali,Khairul Nizam Abd Halim,Kamaruzaman Jusoff
Management Science and Engineering , 2011,
Abstract: Feedback from customers is an effective method to identify the quality of services and facilities provided by a university. The effectiveness to respond to customers’ feedback also depends on an effective workflow. By having an effective method and workflow, the action from the management to improve the quality of services and facilities can be done immediately and effectively. The aim of this paper was to describe the development of new complaint management system. Manual process of complaint handling between customers and the university was monitored to develop the new complaint management system. New complaint management system known as e-Aduan was developed. Both customers and management had accessed to the new system to complaint and retrieve information. Through this study the researchers had also identified workflow procedures to be followed by the management to address customers’ complaints and comments. This new scenario produced good impact to both customers and management; customers now had a platform to communicate their dissatisfaction and the management would be able to act immediately upon any customer feedback. Researchers believed e-Aduan and the effective workflow could be applied to other sectors nationally and internationally. The strength of this research was on the combinations of the effective method (e-Aduan) and effective workflow. The implementation of the system indicated there were a lot improvement need to be done on the quality of services and facilities. Further study could be done on identified the real problem automatically from the complaint to improve the effectiveness and performance of the system. Key words: Complaint management; Complaint handling; Management; University; Complaint; System
Assoc. Prof. Dr. H. Dilek BAT?SLAM
Turkish Studies , 2008,
Abstract: Along with the prose petitions registered to the registeration books of complaints and having the quality of the letter of complaint, there are also samples of verse petitions written by poets in Divans. The contents of verse petitions are different from prose petitions in terms of language, narration and form. In this study, after giving information about the petitions, we try to emphasize the importance and characteristics of verse petitions of twelve samples taken from divan poetryof divan poets.
ikayet Y netim Süreci Sonras Memnuniyeti Etkileyen Fakt rler üzerine Uygulamal Bir Ara t rma
?smail G?KDEN?Z,?brahim BOZACI,Ertu?rul KARAKAYA
Selcuk Universitesi Sosyal Bilimler Enstitusu Dergisi , 2011,
Abstract: As importance of consumer and keeping consumer in hand increases, activities for solving problems of consumers which isabout purchased goods and services or namely complaint management has gain importance recently. Complaints are defined asdeclarations of consumers about their unsatisfactory experiences and problems about goods or services. Under this frameworkproblem solving is defined as a defensive marketing strategy which is a major tool for not only keeping consumers in hand butalso preventing the negative consequences of consumer complaint behaviors like negative word of mouth, complaining to thirdparties, firm image deterioration or etc. The aim of this study is to contribute firms to reach their goals by determining factors thataffect the satisfaction of consumers who transmit their problems to firm namely unsatisfied consumers. Furthermore it is aimedto clarify the effects of post complaint satisfaction on behaviors and intentions after complaint process like negative word ofmouth and repurchases. It is also supposed to contribute the prosperity and welfare of consumers by understanding and revealingdetails and critical points of complaint handling activities. Determining expectancies of consumers from a complaint handlingprocess is a necessary factor for solving consumer problems and making confident them to transmit problems to firm. Companiesmust deal with consumer complaints under the lights of these expectancies which is tried to be pointed out by such studies.Consumer complaints are consequences of dissatisfaction or inconvenience which resulted from the difference betweenexpected and actual performance of goods and services. Researches show that resolving a consumer complaint properly createsseveral invaluable advantages like consumer losses, ensuring higher satisfaction with respect to before of complaint process,higher consumer loyalty, preventing negative word of mouth, understanding and following current consumer wants, preferences,expectancies and tendencies properly or etc. As modern marketing concept and the idea of being consumer oriented gainsimportance, complaint handling strategies are not only evaluated as competitive edge of firms, but also as a strategic tool thatassures to be alive in global competitive environment.Dealing with consumer complaint is seen as waste of time by firms in general. But many complaint management researchesshow that a good complaint management experience of consumer creates several opportunities for firms like repurchases, crossselling, increasing in consumer satisfaction, strengthen consumer commun
Chronic Consequences of Uncomplicated Yersinia Enterocolitica Infection: A Retrospective Study (2004) of Military Recruits Previously (1987) Screened for Antibodies to Yersinia Enterocolitica O:3  [PDF]
Arve S?b?, Karin Nygard, Georg Kapperud, J?rgen Lassen
International Journal of Clinical Medicine (IJCM) , 2011, DOI: 10.4236/ijcm.2011.22024
Abstract: In 1987, a serological survey among 755 male Norwegian military recruitsshowed that 68 (9.0%) had IgG (7.4%) and / or IgA (4.5%) antibodiesto Y.enterocolitica O:3, consistent with previous infection.In 2004,433 of the former recruits (mean age 37.5 years, range 35 - 42 years) answered a questionnaire, in order to investigatedevelopment of possible chronic disorders and complaints related to uncomplicated Y.enterocolitica infection. The questionnaire covered per-sonal and demographic data, behavioral risk factors, and possible chronic complaints related to yersiniosis.Among the 433 responders, 51 (11.8%) were seropositive for IgG or IgA in the 1987 survey, 380 were seronegative, and 2 had ambiguous results.No difference was observed between the seropositive and seronegativegroups regarding education, annual income, general behavioral risk factors like smoking, alcohol consumption, physical activity, and dietary parameters; or diagnosed chronic illness. However, the seropositives weresignificantly more likely than the seronegatives to report recurrent diarrhea, painful or swollen joints, and muscle pain. Also, presence of all three complaints was more common among seropositives. Conclusion: The present study shows that uncomplicated Y.enterocolitica O:3 infection is a risk factor regarding future development of chronic complaintssuch as diarrhea, and joint and muscle complaint.
Ombudsmen in Higher Education: Helping the Single Student, Contributing to the Universities’ Institutional Changes  [PDF]
Josef Leidenfrost
Creative Education (CE) , 2013, DOI: 10.4236/ce.2013.47A2002

This article aims to firstly give a brief insight into the major challenges for modern time universities like necessary change management, growing competitiveness, increasing expectations by the stakeholders and how rising tuition fees affect all of that, and secondly on the growing pressure for universities on responding more effectively to a demanding student population, mounting expectations and diverse backgrounds of students, and thirdly how alternative dispute resolution is more and more commonly used as a means of resolving disputes and complaints informally and at an early stage in order to avoid litigation and the courts. It is described how ombudsmen in higher education can help to minimize the students’ feelings of disconnection created by formal and judicial processes and get fair treatment. Catering either for students only or for the whole university community, ombudsmen provide confidential, impartial complaints handling services and also contribute to change management on the macro level and hence help with changing policies.

Can subjective sleep quality, evaluated at the age of 73, have an influence on successful aging? The PROOF study  [PDF]
Emilie Crawford-Achour, Virginie Dauphinot, Magali Saint Martin, Magali Tardy, Régis Gonthier, Jean Claude Barthelemy, Frédéric Roche
Open Journal of Preventive Medicine (OJPM) , 2014, DOI: 10.4236/ojpm.2014.42008

Objective: Sleep complaints are recurrent in Geriatrics and are often attributed to physiological aging. The aim of this work is to describe subjective sleep quality and its impact on successful aging. Methods: Subjective sleep quality was evaluated by using the Pittsburgh subjective sleep quality questionnaire. Two visual analogical scales (graduate from 0 to 10) were used to quantify perceived state of health and life satisfaction. Objective respiratory sleep parameters were also collected. Results: 370 data were analysed (46.2% of males). The average age was 73.2 +/- 1. The level of perceived state of health was 6.9 +/- 2, and life satisfaction level was 7.7 +/-2. Subjective sleep quality was significantly related to perceived health status (p = 0.034) and life satisfaction (p = 0.005). There was no significant association between sleep quality and objective respiratory sleep parameters. Conclusion: The assessment of sleep quality plays an important role in the management of elderly persons and can help them to age more successfully.

Does the Nature of Chief Complaint, Gender, or Age Affect Time to Be Seen in the Emergency Room  [PDF]
Ayesha Sattar, Kenneth Sable, Antonios Likourezos, Christian Fromm, John Marshall
Open Journal of Emergency Medicine (OJEM) , 2014, DOI: 10.4236/ojem.2014.22006

Objectives: EM physicians may be biased in seeing patients presenting with nonspecific complaints or requiring more extensive work-ups. The goal of our study was to ascertain if chief complaint affected time to be seen (TTBS) in the ED. Methods: A retrospective report was generated from the EMR for all moderate acuity patients who visited the ED from January 2005 to December 2010 at a large urban teaching hospital. Abdominal pain, alcohol intoxication, back pain, chest pain, cough, dyspnea, dizziness, fall, fever, flank pain, headache, infection, pain (nonspecific), psychiatric evaluation, “sent by MD”, vaginal bleeding, vomiting, and weakness were the most common complaints. Non-Parametric Independent Sample Tests assessed median TTBS between complaints, gender, and age. Chisquare testing assessed for differences in the distribution of arrival times. Results: We obtained data from 116,194 patients. Patients presenting with weakness and dizziness waited the longest time of 35 minutes and patients with flank pain waited the shortest with 24 minutes. Males waited 30 minutes and females waited 32 minutes. Younger females between the ages of 18 - 50 waited significantly longer when presenting with a chief complaint of abdominal pain, chest pain, or flank pain. There was no difference in the distribution of arrival times for these complaints. Conclusion: There is a significant bias toward seeing young male patients more quickly than women or older males. Patients might benefit from efforts to educate EM physicians on the delays and potential quality issues associated with this bias in an attempt to move toward more egalitarian patient selection.

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