In 7 years between 1982-88, 122 complaints were lodged against the Accident and Emergency department of King's College Hospital. A high percentage mentioned more than one aspect per complaint. Commonest were those regarding attitude (37.7%), missed diagnosis (36.6%), waiting time (32.8%), cursory examination (14.7%) and poor communication (11.5%). These causes of complaint are amenable to impro...

When online shopping increases, the number of risks and complaints associated with online transactions will also rise. The importance of maintaining and improving Business-To-Consumer (B2C) e-business competitiveness by adequately addressing consumers’ complaints has been acknowledged. Yet the issue of how the complaint handling procedures are used to influence consumers’ decisions to shop onli...

In times of high market transparency and rapidly evolving technologies, customer requirements are constantly rising and long-term customer loyalty is hard to achieve. Therefore, enterprises have spent enormous efforts on professionalizing their customer relationship management (CRM). Complaint management holds a key position in CRM, since it helps restoring customer satisfaction and repurchase ...

The complaint from hearing aid wearers of hollowness in the sound of their voice is typically associated with excessive low-frequency sound pressure level (SPL) in the ear canal. Increasing the vent diameter and/or reducing the gain in the low frequency would typically minimize this complaint. This paper reports on a case where the origin of hollowness was insufficient low-frequency gain compar...

We participated in a complaint and diagnosis task of MedNLP in NTCIR10. We extracted words of complaint/diagnosis by using a hybrid approach with bootstrapping and pattern matching with a medical term dictionary. It was possible that part of the complaint’s or diagnosis’s expressions are present in the extracted words. Therefore, our system concatenated the extracted words and their surrounding...

While the complaints process is intended to improve healthcare, some doctors appear to practise defensive medicine after receiving a complaint. This response occurs in countries that use a tort-based medicolegal system as well as in countries with less professional liability. Defensive medicine is based on avoiding malpractice liability rather than considering a risk-benefit analysis for both i...

Today there is no doubt about the relevance of complaint management for customer retention, which, among other things, results in improved repurchase behavior. However, what happens when organizations are not aware of which customers are satisfied and dissatisfied? What happens when complaint management cannot assess the repurchase behavior of their customers? Which consequences in terms of sal...

Complaint management activities have been traditionally seen from the customer relationship point of view, both by researchers and industrialists. Its potential as a driver for quality improvements has been widely neglected in the marketing dominated research field. From a production point of view, root cause analyses of customers’ problems pose a valuable base for improvement of products and p...

T his inspection by the Occupational Safety and Health Administration (OSHA) reports on an overexposure to methylene bisphenyl isocyanate (MDI) during the spray application of a protective coating for truck beds. The inspection was conducted at an autobody repair shop and collision center that also operated a spray-on truck bed coating operation. The investigation was initiated as a complaint i...