The MP's Complaints Service*

The Effect of Service Quality and Expectations on Customer Complaints

Customer complaints measure consumers’ dissatisfaction with the quality of a product or service. If product quality is unobservable ex ante, customer complaints may be driven by expectations as well as by the actually experienced quality level. I test whether the level of quality that could be expected prior to consumption affects the number of customer complaints after controlling for – ex pos...

Service improvement by business process management using customer complaints in financial service industry

In financial service industry, service improvement should be considered from process viewpoint and customer viewpoint because the value creation is ultimately linked with internal business processes on the back office and customers are involved as a co-producer of value. In this perspective, customer complaints through call centers are adequate to support the analysis for service improvement in...

ERNDIM MPS Pilot Study

The ERNDIM Urine Mucopolysaccharide scheme is aiming at (1) provision of urine samples obtained from confirmed MPS patients to enable laboratories to gain or maintain experience to identify MPS patients and (2) proficiency testing of laboratories providing urine screening of mucopolysaccharidosis. The scheme is organised by Erasmus Medical Centre (Rotterdam, NL) in conjunction with SKML, the Du...

OA@MPS - a colourful view

The open access agenda of the Max Planck Society, initiator of the Berlin Declaration, envisions the support of both the green way and the golden way to open access. For the implementation of the green way the Max Planck Society through its newly established unit (Max Planck Digital Library) follows the idea of providing a centralized technical platform for publications and a local support for ...

Maximal Poisson - Disk Sampling ( MPS )