While it is widely accepted that managing customer complaints crucial for companies, the question of how best to manage these still a matter debate. A growing number studies highlight effectiveness digital complaint channels on behaviour and satisfaction, suggesting direct human interaction no longer necessary in recovery process. Building this observation, our research questions interest maint...

Measuring health complaints by administrating a single report is common. Our aim was to assess variation in pain and other subjective complaints over an extended period, whether a single-sample produces representative data, and determine associations between complaints. Health-complaint reports were collected from postal workers at monthly intervals over a period of 32-34 consecutive months (19...

We introduce the particular functionality of the Complaint Engine suite, the integrated complaint management component for mediating consumer disputes. We formulate the problem of epistemic categorization: whether a given complaint submitted by an upset customer is an adequate representation of company’s product, service and attitude towards customers. To do that, a sequence of communicative ac...

Due to the digital transformation online service strategies have gained prominence in practice as well as in the theory of service management. This study examines the efficacy of different types of service channels in customer complaint handling. The theoretical framework, developed using complaint handling and social media literature, is tested against data collected from two different channel...

BACKGROUND Patient complaints have been identified as a valuable resource for monitoring and improving patient safety. This article critically reviews the literature on patient complaints, and synthesises the research findings to develop a coding taxonomy for analysing patient complaints. METHODS The PubMed, Science Direct and Medline databases were systematically investigated to identify pat...