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Sparse professional literature on complaints against social workers, focuses on a few specific variables, discussing them from a universal/contextless viewpoint. This study considers such complaints as a holistic (integrative) issue which should be studied within particular contexts. The research traced service users' complaints against social workers, investigating social workers' conceptions concerning the extent and type of complaints, and the social workers' coping mechanisms. A phenomenological approach elicited data from semi-structured in-depth interviews with 16 social workers from Arab welfare bureaus in Israel. Findings indicated that formal complaints are rare despite many grievances (tazamur) concerning the service. There are almost no complaints concerning serious offences, because in addition to formal punishment, community cultural punishments are severe. Complaints can be lodged in eight regulatory bodies, inside or outside the bureau, distinguished as either educational or disciplinary in policy. Coping strategies (expressing internal or external loci of control) depend on the complaint type (against the system or against the social workers' professional functioning and/or ethical behaviour) and the regulatory body's character. A professional-ethical complaint is a context-informed pragmatic challenge that social workers should understand and be trained to consider as an opportunity for professional development. [ABSTRACT FROM AUTHOR]

A systematic approach to nonconformity management and continuous improvements are the key elements of the quality management system. The objective of this paper is to present quality improvement for a manufacturing company producing forgings through the combination of several statistical methods and quality control techniques. First, Pareto analysis was applied, followed by the 8D (eight disciplines) methodology using a structured eight-step approach to problem solving following the PDCA (plan-do-check-act) method. The aim was to identify the problem and discover the critical causes of failures in the management system that allowed the problem to occur, by modifying and combining appropriate quality management methods and tools. The paper introduces a case study considering the forging process in the production of gearboxes, where customer complaints were identified in the last year, demanding the need to eliminate failures. Using the mentioned methods, the root cause of the problem was identified and permanent corrective action was planned and implemented according to the recommendations of the 8D report, which made it possible to reduce the likelihood of a recurrence of this problem and increase customer satisfaction. [ABSTRACT FROM AUTHOR]

The key elements of a quality management system are a systematic approach to managing non-conformances and continuous improvement. The aim of this paper is to present quality improvement in a seat manufacturing company using statistical methods and quality control techniques. First, Pareto analysis was used to dentify the problem and reveal the critical causes in the management system. Following this, the 8D methodology was applied using a structured eight-step PDCA (Plan-Do-Check-Act) approach to problem solving. The paper presents the solution with respect to a rear seat manufacturing process where customer complaints and the need to rectify defects were identified in November 2021. Using the above methods, the root cause of the problem was identified, and permanent corrective actions were planned and implemented as recommended in the 8D report to reduce the likelihood of the problem recurring and increase customer satisfaction. [ABSTRACT FROM AUTHOR]

The paper presents the results of customer satisfaction survey in the car spare parts industry through the presented analyses conducted in period from 2015 to 2018 on a sample of 3269 professional (target) customers of a company that operates in region of Balkans: Bosnia and Herzegovina (BIH), Serbia (SRB) and Former Yugoslav Republic of Macedonia (FYROM). The Binary Logistic Regression was used as a method of predicting customer dissatisfaction in resolving complaints by combining variables from the survey-questionnaire regarding the relations of employees and customers, customer satisfaction with the assortment, their satisfaction with the expertise of the staff, and the ratio of the value of the product in relation to its price. The study identifies that the ratio of employees, satisfaction with the assortment of goods as well as the quality ratio for the price, are statistically significant in the prediction model whether the customers will be dissatisfied with the resolution of complaints. For customers who estimate the ratio of employees to be competent, the probability is 3,367 times higher that they will be satisfied with the resolution of complaints, compared to those who considered the attitude of the staff as unsatisfactory. For customers who are satisfied with the assortment of goods, the likelihood is 4,435 times more likely to be satisfied with the resolution of complaints, compared to those who rated the goods assortment as unsatisfactory (not fully). For customers who consider the price and quality ratio to be satisfactory, the probability is 2,564 times higher that they will be satisfied with the resolution of the complaints, compared to those who consider this ratio to be unsatisfactory. [ABSTRACT FROM AUTHOR]

The process of managing customer complaints in tourism companies is a significant prerequisite for improving customer relationships and increasing the level of customer satisfaction and loyalty. Companies in tourism tend to reduce the number of dissatisfied and unprofitable customers. The subject of research in the paper is the analysis of the influence of certain factors on the tendency of customers to appeal to tourist agencies and, consequently, to their loyalty.The aim of the research is to examine whether and to what extent the sociodemographic characteristics influence the decision of the customers to file complaints with the agency in case of dissatisfaction with the service. Particular emphasis is on the analysis of the influence of certain relational factors (such as the level of customer confidence, image of the agency and the effectiveness of the complaint management process) on the tendency of customers to appeal and to increasing their satisfaction and loyalty to a particular agency. The importance of research is also in providing guidance to both tourist agencies and other companies in the field of tourism, improving customer relationships and improving the quality of the service process through effective customer complaint management. [ABSTRACT FROM AUTHOR]

Purpose The purpose of this paper is to help researchers and practitioners to understand and respond to consumer complaining behaviour (CCB) by developing a taxonomy that addresses the inadequacies of previous consumer complaining taxonomies and models, simplifies the terminology and covers both traditional and new ways of complaining.Design/methodology/approach Based on a systematic review of 210 studies, a concept-centric analysis of CCB literature was conducted. Seminal taxonomies and models of CCB are revisited and a critical evaluation of these is presented.Findings An integrated taxonomy of CCB is proposed which enhances the understanding of complaining in the twenty-first century by clarifying the ambiguities and overlapping constructs in the previous taxonomies.Research limitations/implications The integrated taxonomy of CCB eliminates the ambiguity of previous approaches and introduces more coherent constructs in relation to the theory of CCB. The taxonomy comprehensively defines and describes the range of complaining actions to provide a complete framework. As a result, the authors’ understanding of CCB is developed through a focus on complaining actions, their characteristics and what these actions afford companies in their attempts to deal with complaints (i.e. audience and amount of information available).Practical implications Practitioners can use the integrated taxonomy of CCB to structure their complaint handling processes to obtain maximum customer feedback, to improve their product/service and to retain customers through satisfactorily addressing their complaints.Originality/value Although the literature on consumer complaining is mature, this is the first paper that offers a comprehensive taxonomy that explains CCB while addressing new developments in computer-mediated communications. [ABSTRACT FROM AUTHOR]

Our main goal was to test the moderating role of customer complaints ("presence" vs. "absence") in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, reciprocity, generous behavior, and characteristics of service encounters between employees and customers. [ABSTRACT FROM AUTHOR]

Customer service systems have traditionally been clunky, opaque processes that serve neither businesses nor consumers particularly well. Consumers have had to engage in extensive research to find out where they stand when things go wrong, and this has made it harder for businesses to manage their issues - an ineffective system that has cost businesses £7 billion a year. How can businesses improve this expensive model - and also improve the market for their consumers?. Resolver occupies a unique place in the market, offering a free service to consumers that helps businesses build an insight into the behaviour of their customers. Resolver believes that trust is an important factor in building a cost-effective model of consumer resolution - not only trust in businesses, but trust in an effective market. By educating consumers as to their rights and empowering them to raise their issue in a concise, effective manner, Resolver believes that the market can benefit from increased consumer engagement and growth. [ABSTRACT FROM AUTHOR]

The hotel sector is expected to generate 2.3 million jobs in the coming year. The country has moved up 13 positions to 52nd rank from 65th in tourism and travel competitive index. The domestic tourism visits grew by 15.5 per cent during 2016, and foreign tourist arrivals on e-visa has more than doubled to over 10 lakhs. International hotel chains are expanding their investments in India and are likely to account for about 50 per cent of hotel rooms by 2022, from the current 44 per cent. Since 1960, some 15,000 papers were presented across the world discussing guest satisfaction (Ekici et al. 2004, p. 189), but very little attention has been paid to the value perception and expectations guests have towards product delivery and satisfaction. Considering that guest expectations have gone up in the past 30 years and continue to do so, it is not an easy task for hotels to stay competitive and profitable unless they take guest complaints seriously and resolve the issues. Guests are likely to search for evidence of value and satisfaction from three distinct sources: 1. People, 2. Process, and 3. Physical environment. (Petrick, 2004, p.398). Though there are a number of variable paradigms, this paper aims to explore a. The reasons for guest complaints, and 2. The processes hotels apply to resolve the guest complaints. In this background, it is essential to explore and understand the issues concerning guest complaints. This paper primarily aims at understanding (a) what prompts a guest to raise a complaint, (b) what are the various processes open to hotels to resolve them, and (c) how does a fully resolved complaint effect a guest. This will be a qualitative research paper and will involve a survey through a structured questionnaire with random sampling, along with existing literature review. [ABSTRACT FROM AUTHOR]

Purpose – Technological advancement and growth in social media have meant that customers are increasingly using the internet to write a review or express opinions about products and services. Many of these online reviews are critical of service organizations and workers. The purpose of this paper is to document the experiences that service industry personnel have of negatively valenced, customer-authored, online reviews, the personal impact of these reviews, and the manner in which participants respond emotionally and behaviorally to these reviews. Design/methodology/approach – This research drew on the stress, coping, and service literature, with particular emphasis on stress appraisal theory. The study involved the completion of an anonymous online questionnaire by 421 restaurant owners, managers, and employees. Findings – Many respondents reported feelings of anger and use of maladaptive coping strategies in response to negative online reviews (NORs). Smaller numbers reported feelings of embarrassment and guilt, and thoughts of leaving the industry. Factors pertaining to respondents’ online review exposure, emotional responses, and coping strategies predicted the effects of negative reviews on thoughts of exiting current employment. Research limitations/implications – The findings have implications for protecting worker well-being and job tenure in an industry deeply affected by electronic word-of-mouth. Replication is recommended using a longitudinal design and more objective data obtained from validated instruments and independent sources. Originality/value – This survey provides the first known evidence of the personal impact of NORs on business owners, managers, and employees. [ABSTRACT FROM AUTHOR]

The paper discusses successful seller-buyer conflict solving, including the measurement issues. Its purpose was to explore the antecedents of effective conflict management on the insurance market in Poland. It allowed for the enrichment of the multidimensional measuring model of perceived justice of complaints handling as well as for the adaptation of the model to the insurance industry in Poland. There were some new antecedents of effective conflict management found, which should be included in measures of justice, e.g.: providing the client with the possibility of choosing compensation, a single-person complaint handling, the competence of the personnel. The good management practices include, among others, the isolation of special units in the company's structure dealing with complaints handling along with the empowerment of the employees, which would effect in the positive outcomes of the complaint. [ABSTRACT FROM AUTHOR]