Empirical research suggests that most corporate consumer affairs departments are not a part of the decision-making structure of their respective firms. The typical consumer affairs department appears to have little influence in management decisions that affect consumer satisfaction and welfare. As a result, it is of limited value for the consumer. A reason for the isolation of consumer affairs ...

introduction: differentiated thyroid cancer (dtc) is the most common endocrine malignancy. this malignancy generally has an excellent prognosis with more than 90% long term survival. consequently, life quality improvement is the first priority especially in the young dtc survivors. in classic management of a new dtc patient, each therapeutic modality can significantly induce morbidities. in the...

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 develop a multiagent-principal model with voluntary participation to address information elicitation from self-selected experts (clients), and accommodate the salient facts in customer complaint management. The noisy informed clients choose among costly complain, keep silence, and exit, and the company decides the complaining barrier and whether to invest in corrective action. We study the B...