To date, the literature offers multiple suggestions for how to recover from service failures, albeit without explicitly addressing customers’ negative, high-arousal states evoked by failure. The few studies that do address ways improve negative emotions after failures focus on face-to-face interactions only. Because many customers today prefer complain social media, firms must learn effectively...

yndromic surveillance, a medical surveillance approach that bins data into broadly defi ned syndrome groups, has drawn increasing interest in recent years for the early detection of disease outbreaks for both public health and bioterrorism defense. Emergency department chief complaint records are an attractive data source for syndromic surveillance owing to their timeliness and ready availabili...

BACKGROUND How companies deal with complaints is a particularly challenging aspect in managing the quality of their service. In this study we test the direct and relative effects of service quality dimensions on consumer complaint satisfaction evaluations and trust in a company in the Dutch health insurance market. METHODS A cross-sectional survey design was used. Survey data of 150 members o...

We apply reasoning about mental attributes to process the scenarios of multiagent conflicts. Our approach is illustrated by the domain of complaint analysis: rather advanced methods are required to determine whether complaint is valid or not. We demonstrate that information on mental actions and emotional states of conflicting agents is frequently sufficient to justify a complaint.

Service failure and recovery is a well-established area of services research. Research has shown that service recovery is critically important from a managerial perspective in terms of maintaining customer relationships. Yet few firms excel at handling service failures. There is a growing number of managers who claim that customers tend to be dissatisfied with their service recovery effort. The...

The topic of complaint management is receiving more and attention in both practise research, particularly the public complaint. Service delivery that meets needs its customers has become one important indicator determines quality governments’ services. This paper presents an analysis managed by Public Complaint Bureau (PCB) Malaysia; a specialised body handles complaints. aims to analyse effect...