152 results on '"COMPLAINTS"'
Search Results
2. Assessing the accountability mechanisms in the 2015 Nepal earthquakes housing reconstruction: a case study of Bungamati, Lalitpur Metropolitan city, Nepal
3. Why some call the “worst” what most consider the “best”?: an analysis of tourist complaints at the wonders of the world
4. Studying international complaints: a multicultural analysis across two time periods
5. Customer responses to service failures on social media
6. EU institutions and ICT: a new challenge in transparency and dialogue with citizens
7. Evidence, empathy and emotions: decision-making styles of human resource professionals and their effectiveness in resolving complaints of sexual harassment
8. Elderly customers’ reactions to service failures: the role of future time perspective, wisdom and emotional intelligence
9. The value disruption of uncivil other-customers during online service recovery
10. I’ve got an idea! Exploring the antecedents of suggestion sharing in consumer services
11. The impact of patient recovery flexibility on service experience in public healthcare
12. Managing negative word-of-mouth: the interplay between locus of causality and social presence
13. Quality function deployment: more than a design tool
14. Cross-national differences in complaint behavior: cultural or situational?
15. Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels
16. Beyond the final report : A research note on the Assessing Police Use of Force Policy and Outcomes project
17. Occurrences of online fraud complaints: 2002 through 2015
18. Why are relatives of care home residents reluctant to “rock the boat”? Is there a culture of acceptance?
19. Categorizing product attributes efficiently in QFD-Kano: a case analysis in telecommunication
20. Workplace bullying complaints: lessons for “good HR practice”
21. The ways companies really answer consumer complaints
22. Online complaining : Understanding the adoption process and the role of individual and situational characteristics
23. Air the anger: investigating online complaints on luxury hotels
24. A cross‐national investigation of university students' complaining behaviour and attitudes to complaining
25. Upholding whose values? Australia's advertising standards bodies, 1974‐2009
26. “I'm here to help” : How companies' microblog responses to consumer problems influence brand perceptions
27. Self‐service technology complaint channel choice : Exploring consumers' motives
28. Remedy or cure for service failure? : Effects of service recovery on customer satisfaction and loyalty
29. The role of mediation within university protocols concerning student complaints and appeals
30. Exploring the information technology contribution to service recovery performance through knowledge based resources
31. A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
32. The differential effect of acculturation modes on immigrant consumers' complaining behavior: the case of West African immigrants to Canada
33. An examination of consumer advocacy and complaining behavior in the context of service failure
34. Private and public voice: exploring cultural influence
35. Comparing Chinese and American attitudes towards complaining
36. Negative emotions and their effect on customer complaint behaviour
37. I want to believe they really care : How complaining customers want to be treated by frontline employees
38. Analysing the preferred characteristics of frontline employees dealing with customer complaints : A cross‐national Kano study
39. Comparing consumer complaint responses to online and offline environment
40. Medical regulation, spectacular transparency and the blame business
41. Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant
42. Continuous learning using dissatisfaction feedback in new product development contexts
43. Organizational learning from customer feedback received by service employees : A social capital perspective
44. Complaint resolution management expectations in an asymmetric business‐to‐business context
45. Patients' complaints at a large psychiatric hospital: can they lead to better patient services?
46. Other‐customer failure : Effects of perceived employee effort and compensation on complainer and non‐complainer service evaluations
47. Determinants of customers' complaint intention : Empirical study in the context of China's retail industry
48. Explaining customer satisfaction with complaint handling
49. Managing consumer complaints: differences and similarities among heterogeneous retailers
50. A DIP‐construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
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