Resolution Of Complaints Research Articles

Do all complain the same? Examining the role of luxury hotels reviewer attributes using text mining

Purpose Although extant studies found the determinants of customer complaints in luxury hotels, comparison of complaint severity using reviewer characteristics (nationality, reviewer type and expertise) is limited. This study aims to identify the variation in customers’ complaint attributes among different customer categories. Design/methodology/approach This study tried to address this gap by using structural topic modelling and text mining techniques to find the sentiment score, word count, complaints attributes and severity score. The research sample covers luxury hotels in India, and online review text and their associated data has been collected and analysed. Findings The authors found that leisure customers wrote lengthier reviews and complained about the facility-related aspects (valet parking, entertainment and amenities) and food-related aspects (food variety, service and menu) while the business customers’ complaint severity score is more on salient aspects (room size, bathroom and staff related services). The international customers wrote lengthier reviews and complained more about the facility-related aspects (amenities, pick-up and entertainment) and core service offerings (stay experience, bathroom, dirtiness and complaint resolution). Whereas domestic customers complained more about stay-related aspects (food variety, quality, services, staff behaviour and stay experience). Also, this study used correlation analysis to find the dependencies between topics and uncovered underlying patterns, trends and associations, aiding in a deeper understanding and interpretation of the complaints. This study can help service providers tailor their services based on customer attributes to ensure maximum customer satisfaction. Originality/value The findings of this study can enable hotel service providers to customise their services based on customer attributes to reduce dissatisfaction among customers and promote customer loyalty. The findings of this study can also be used to devise differential promotional strategies for different types of customers.

Understanding healthcare professionals’ responses to patient complaints in secondary and tertiary care in the UK: A systematic review and behavioural analysis using the Theoretical Domains Framework

BackgroundThe path of a complaint and patient satisfaction with complaint resolution is often dependent on the responses of healthcare professionals (HCPs). It is therefore important to understand the influences shaping HCP behaviour. This systematic review aimed to (1) identify the key actors, behaviours and factors influencing HCPs’ responses to complaints, and (2) apply behavioural science frameworks to classify these influences and provide recommendations for more effective complaints handling behaviours.MethodsA systematic literature review of UK published and unpublished (so-called grey literature) studies was conducted (PROSPERO registration: CRD42022301980). Five electronic databases [Scopus, MEDLINE/Ovid, Embase, Cumulated Index to Nursing and Allied Health Literature (CINAHL) and Health Management Information Consortium (HMIC)] were searched up to September 2021. Eligibility criteria included studies reporting primary data, conducted in secondary and tertiary care, written in English and published between 2001 and 2021 (studies from primary care, mental health, forensic, paediatric or dental care services were excluded). Extracted data included study characteristics, participant quotations from qualitative studies, results from questionnaire and survey studies, case studies reported in commentaries and descriptions, and summaries of results from reports. Data were synthesized narratively using inductive thematic analysis, followed by deductive mapping to the Theoretical Domains Framework (TDF).ResultsIn all, 22 articles and three reports met the inclusion criteria. A total of 8 actors, 22 behaviours and 24 influences on behaviour were found. Key factors influencing effective handling of complaints included HCPs’ knowledge of procedures, communication skills and training, available time and resources, inherent contradictions within the role, role authority, HCPs’ beliefs about their ability to handle complaints, beliefs about the value of complaints, managerial and peer support and organizational culture and emotions. Themes mapped onto nine TDF domains: knowledge, skills, environmental context and resources, social/professional role and identity, social influences, beliefs about capability, intentions and beliefs about consequences and emotions. Recommendations were generated using the Behaviour Change Wheel approach.ConclusionsThrough the application of behavioural science, we identified a wide range of individual, social/organizational and environmental influences on complaints handling. Our behavioural analysis informed recommendations for future intervention strategies, with particular emphasis on reframing and building on the positive aspects of complaints as an underutilized source of feedback at an individual and organizational level.

Optimizing Administrative Professionalism: A Strategic Approach to Elevate Clientele Satisfaction in Service-Oriented Environments

Professionalism is crucial in shaping client experience in organizations, yet many organizations lack strategies to enhance staff conduct, leading to inconsistent service, communication gaps, and inadequate training. Essential qualities such as competence, courtesy, honesty, integrity, and specialized knowledge significantly impact client interactions, complaint resolution, and organizational image. This study, conducted at the City College of Calamba, Philippines, surveyed 1,126 students to assess their perceptions of professionalism among administrative personnel providing student services and evaluate customer satisfaction. Using a descriptive correlational approach with stratified random sampling and simple statistical treatment such as mean and Goodman and Kruskal's Gamma Correlation, the study established a correlation between staff professionalism and satisfaction, proposing a development program based on its findings. The survey found high levels of professionalism and customer satisfaction, recognized staff strengths in professional communication and accountability, and indicated areas for growth in problem-solving. The significant relationships between job performance, service delivery, ethics, and satisfaction highlight professionalism’s impact on consumer perspectives. The novelty of this study lies in its focus on the correlation between professionalism and satisfaction within an educational setting, offering insights for targeted development programs. Limitations include a small sample size, which may affect generalizability, reliance on self-reported data, cross-sectional design, and a focus on one institution, which may overlook broader contextual nuances.

Considerations and Challenges in the Application of Large Language Models for Patient Complaint Resolution.

Considerations and Challenges in the Application of Large Language Models for Patient Complaint Resolution.

Evaluation of Corruption Prevention Programs Case Study on the Corruption Prevention Network Program (JAGA)

Efforts to prevent corruption in the form of improving the quality of public service transparency are one of the most crucial things to be done in Indonesia. (KPK, 2023). This is carried out through the Corruption Prevention Network (Jaga) program by the KPK which aims to encourage transparency in public services and public participation in corruption prevention. Unfortunately, the program has not run well based on the assessment of respondents in the Jaga user survey because it has not reached all areas prone to corruption and the complaint resolution rate is low. This study aims to eval_uate the Jaga program and assess the suitability of the Jaga program with the Fraud Risk Management (FRM) framework. This study concludes that in general, the Jaga program is in line with the FRM framework but needs to be improved in terms of documentation of the Jaga concept, the implementation of comprehensive and periodic corruption risk assessments, the development of specific preventive controls based on the intervening public service sector, the improvement of the mechanism for handling complaints of indications of corruption, and the implementation of periodic monitoring of FRM implementation.

Performance of Large Language Models in Patient Complaint Resolution: Web-Based Cross-Sectional Survey.

Patient complaints are a perennial challenge faced by health care institutions globally, requiring extensive time and effort from health care workers. Despite these efforts, patient dissatisfaction remains high. Recent studies on the use of large language models (LLMs) such as the GPT models developed by OpenAI in the health care sector have shown great promise, with the ability to provide more detailed and empathetic responses as compared to physicians. LLMs could potentially be used in responding to patient complaints to improve patient satisfaction and complaint response time. This study aims to evaluate the performance of LLMs in addressing patient complaints received by a tertiary health care institution, with the goal of enhancing patient satisfaction. Anonymized patient complaint emails and associated responses from the patient relations department were obtained. ChatGPT-4.0 (OpenAI, Inc) was provided with the same complaint email and tasked to generate a response. The complaints and the respective responses were uploaded onto a web-based questionnaire. Respondents were asked to rate both responses on a 10-point Likert scale for 4 items: appropriateness, completeness, empathy, and satisfaction. Participants were also asked to choose a preferred response at the end of each scenario. There was a total of 188 respondents, of which 115 (61.2%) were health care workers. A majority of the respondents, including both health care and non-health care workers, preferred replies from ChatGPT (n=164, 87.2% to n=183, 97.3%). GPT-4.0 responses were rated higher in all 4 assessed items with all median scores of 8 (IQR 7-9) compared to human responses (appropriateness 5, IQR 3-7; empathy 4, IQR 3-6; quality 5, IQR 3-6; satisfaction 5, IQR 3-6; P<.001) and had higher average word counts as compared to human responses (238 vs 76 words). Regression analyses showed that a higher word count was a statistically significant predictor of higher score in all 4 items, with every 1-word increment resulting in an increase in scores of between 0.015 and 0.019 (all P<.001). However, on subgroup analysis by authorship, this only held true for responses written by patient relations department staff and not those generated by ChatGPT which received consistently high scores irrespective of response length. This study provides significant evidence supporting the effectiveness of LLMs in resolution of patient complaints. ChatGPT demonstrated superiority in terms of response appropriateness, empathy, quality, and overall satisfaction when compared against actual human responses to patient complaints. Future research can be done to measure the degree of improvement that artificial intelligence generated responses can bring in terms of time savings, cost-effectiveness, patient satisfaction, and stress reduction for the health care system.

An Analysis of User Complaints on Chat Reference during the COVID-19 Pandemic: Insights into User Priorities

This study aims to identify patterns in user complaints within chat transcripts before and during the COVID-19 pandemic. The researchers analyzed 3,339 chat transcripts from an academic chat reference consortium between January 2019 to December 2021. Transcripts were hand-coded for pandemic status, semester, user type, presence of a complaint, complaint type and subtype, and complaint resolution. We tested the significance of relationships between variables using Pearson’s chi-square test of independence and Fisher’s exact test. Over the three-year study period, 17.6% of chats contained at least one complaint, with faculty and graduate students complaining more than expected, and undergraduates complaining less than expected. The most common complaint types concerned e-resources, accounts, and research. There were significant differences in complaints according to user type: students and faculty complained more about e-resources, staff and alumni complained more about accounts, and members of the public complained more about policies. The researchers found a statistically significant increase in complaints during the pandemic, with more complaints about document delivery and borrowing and e-access eligibility than expected, and fewer complaints about library accounts and noise than expected. Most complaints across the study period were resolved, typically via referral.

Equitable and Transparent Cash Disbursement under the BISP Program: An Analysis

The Government of Pakistan launched BISP program to ensure merit based financial assistance to the deserving persons and at present it covers more than 9.3 million households under kafalat program. 1 The program provides financial assistance on a regular basis to families who are vulnerable to economic shocks and due to financial constraints are unable to support themselves. Based on pre-defined eligibility criteria the applicants are selected for the financial assistance and payments are made from the payment centers as well as from the biometric point of sale franchises of the partner banks. It has been observed that Pakistan has fragmented social protection landscape comprising of weakly coordinated overlapping programs. To address this issue One Window BISP Policy 2021 has been approved by the Prime Minister to ensure availability of all services related to BISP program in one space. However, despite all these efforts BISP program has its transparencies and equitability related challenges such as limited administrative capacity, absence of adequate monitoring and lack of evidence-based strategies to combat errors, fraud and corruption. To make this program more transparent it is required that safeguards like simple and cashless disbursement mechanisms, proper monitoring and an effective complaint resolution system must be introduced to enhance the effectiveness of the program.

Patterns of company misconduct, recidivism, and complaint resolution delays: A temporal analysis of UK pharmaceutical industry self‐regulation within the European context

AbstractInterfirm self‐regulation through trade associations is common but its effectiveness is debated and likely varies by time, country, and industry. This study examines self‐regulation of pharmaceutical marketing, characterized by delegation of major regulatory responsibilities to trade associations' self‐regulatory bodies. In addressing critical research gaps, this study first analyzes 1,776 complaints against pharmaceutical companies in the UK over 18 years (2004–2021). Findings regarding severe, repeat, and complex offending, and delays in complaint resolution raise significant concerns about the adequacy of UK's self‐regulation in deterring wrongdoing. Second, the study conducts international comparisons using recent complaints data from 30 European pharmaceutical industry self‐regulatory bodies. Despite shortcomings of UK's self‐regulation, it appears more adept at identifying potential breaches compared to most other countries, suggesting significant underdetection or underreporting of drug company misconduct in Europe. On balance, our findings are concerning given the negative effects of poorly regulated pharmaceutical marketing on medical practice and health.

Transforming Service Management: The Implementation of AMC Software Solutions in Modernizing Product Servicing

In today's dynamic business environment, organizations are compelled to adapt swiftly to stay competitive. Smart Information Management has emerged as a crucial strategy for achieving agility and efficiency. This paper introduces the concept of the AMC Management System, a comprehensive software solution designed to optimize product servicing within the framework of UPRNNS. The AMC system aims to automate and streamline complaint registration, resolution, and data management processes, thereby enhancing customer satisfaction and operational efficiency. This paper explores the objectives, challenges, proposed digital solution, business needs, scope, benefits, and project analysis of the AMC Management project. Additionally, it outlines the software requirements, entities involved, modules, and future scope of the project, highlighting the potential for integrating advanced technologies such as artificial intelligence, machine learning, and the Internet of Things to further enhance service delivery and customer engagement. Keywords— Smart Information Management, AMC Management System, Product Servicing, Automation, Customer Satisfaction, Digital Solution, Future Scope.

Improvement of Personnel, Education and Working Environments via Surveying the Status of Personnel in 119 Emergency Operation Centers

Excluding the Sejong Fire Department Headquarters, visitations to 119 emergency operations centers in 17 cities and provinces across the country were conducted as of 2022 to assess the improvements in personnel arrangements, scope of work, and status of education and training after the placement of situation rooms. On-site visitations were conducted to 119 emergency operation centers in Seoul and 119 emergency operation centers in Busan. Interviews with security personnel participating in the study, such as emergency operation center managers and team leaders, were conducted at the 119 functional emergency operation centers. The status of the deployment, personnel matters, education and training in the operations center, and working conditions were assessed. The following improvements were suggested: The 119 emergency operation centers must be designated as heavy duty departments, provide personnel with the same or higher points as other departments, and provide training and comprehensive evaluation using common practice and simulations on the 119 Emergency Management Standard Response Manual of the National Fire Agency. In addition, working conditions, such as additional personnel points related to promotions, resolution of malicious complaints, difficulty adapting to sleep patterns, the need for psychological treatment, and lack of manpower, must be improved. The results suggest the benefits of operating 112 police emergency operation centers must be introduced.

Online complaint behaviour and resolution in hotels: do tripographics factors matter?

ABSTRACT Regardless of the diversity of travellers, meeting customer expectations is essential for the success of hotel business worldwide. How do hoteliers cope with these challenges to meet guest expectations before arrival in terms of different regions and travel purposes? This study analyses travellers’ complaints retrieved from the hotel review website ‘TripAdvisor’ to gain insight. A total of 1,868 travellers’ complaints were analysed using a Two-Way ANOVA factorial design to examine the differences among the home regions of travellers, travel types, and other hotel service attributes. The findings indicate that the home region of travellers has a higher main effect than traveller type on hotel service attributes regarding online complaint behaviour. Finally, family travellers are more likely to complain about cleanliness than couples.

Semantics and Non-fungible Tokens for Copyright Management on the Metaverse and Beyond

Recent initiatives related to the Metaverse focus on better visualization, like augmented or virtual reality, but also persistent digital objects. To guarantee real ownership of these digital objects, open systems based on public blockchains and Non-Fungible Tokens (NFTs) are emerging together with a nascent decentralized and open creator economy. To manage this emerging economy in a more organized way, and fight the so common NFT plagiarism, we propose CopyrightLY, a decentralized application for authorship and copyright management. It provides means to claim content authorship, including supporting evidence. Content and metadata are stored in decentralized storage and registered on the blockchain. A token is used to curate these claims, and potential complaints, by staking it on them. Staking is incentivized by the fact that the token is minted using a bonding curve. The tokenomics include the resolution of complaints and enabling the monetization of curated claims. Monetization is achieved through licensing NFTs with metadata enhanced by semantic technologies. Semantic data makes explicit the reuse conditions transferred with the token while keeping the connection to the underlying copyright claims to improve the trustability of the NFTs. Moreover, the semantic metadata is flexible enough to enable licensing not just in the real world. Licenses can refer to reuses in specific locations in a metaverse, thus facilitating the emergence of creative economies in them.

SERVICE QUALITY AND CONSUMER PROTECTION LAWS IN THE PARKING INDUSTRY: AN IMPLICATIONS FOR CONSUMER SATISFACTION

The examination of consumer protection laws in the parking sector in Ambon constitutes the primary focus of this study, emphasizing the breaches in service quality that result in customer discontentment and unfavorable perceptions of service provision. Employing the SERVQUAL framework, the study delves into the identification of the five pivotal dimensions of service quality pivotal to customers, encompassing tangibles, reliability, responsiveness, assurance, and empathy. Employing a qualitative research methodology, the investigation scrutinizes both customer and parking attendant experiences, endeavoring to discern the underlying factors contributing to service quality transgressions within the industry. The research findings underscore the pressing necessity for enhanced implementation and enforcement of consumer protection regulations, alongside the establishment of efficient complaint resolution mechanisms to address customer grievances. Furthermore, the study elucidates various factors contributing to service quality violations, including deficient training protocols, absence of licensing requirements, and ineffective regulatory frameworks. It advocates for proactive measures by policymakers and employers to rectify these issues, emphasizing the imperative of adequately training, equipping, and licensing parking attendants to ensure the delivery of exemplary service standards to customers.

Automating Grievance Portal by Automating Central Grievance Redressal System using Artificial Intelligence

This research paper is introduces as a centralized grievance portal based on Artificial Intelligence (AI) for streamlined and effective complaint resolution. The proposed system manipulates advanced AI techniques to enhance the complaint handling process, providing a user-friendly interface for complainants &amp; optimizing resource utilization for resolution authorities. The integration of machine learning algorithms ensures intelligent analysis of complaints, prioritization, and swift solution, ultimately contributing to an efficient and transparent grievance redressal mechanism

Sistem Layanan Pengaduan IT Berbasis Website Di SMK Bhina Tunas Bhakti

The Bhina ​​Tunas Bhakti Juwana Vocational School IT team is a unit team at Bhina ​​Tunas Bhakti Juwana Vocational School which has the task of managing media and everything related to IT. With current reporting techniques, reporting problems is still relatively slow and has an impact on the IT team's slow resolution of complaints from units or rooms experiencing problems. Therefore, the author has the initiative to build an IT Complaint Service System at Bhina ​​Tunas Bhakti Juwana Vocational School. This system is designed to provide reporting, monitoring and IT problem solving services in the school environment. The research methodology used is a qualitative method that uses observation, interview and literature study techniques in data collection. In designing the system, it refers to an object-oriented approach, so UML (Unified Modeling Language) is used. The output of this research will be a website-based IT complaint service system implemented at Bhina ​​Tunas Bhakti Juwana Vocational School.

Digital Platform for Confidential Complaint Resolution: Empowering Anonymity in Online Reporting

This report explores an innovative anonymous authentication system designed for academic services within the university environment. The primary objective of this proposed system is to safeguard students' identities when reporting instances of academic misconduct within the university system. The system comprises two fundamental sub- systems: one dedicated to user management and the other focusing on file management for feedback submitted by students. The "User Management" system facilitates tasks such as new enrollment, registration verification, and key distribution to system users. Meanwhile, the "Student Feedback" system assists users in providing feedback, encrypting and describing files, and submitting feedback. The file encryption process employs the Attribute-Based Encryption (ABE) algorithm. Both systems are interconnected through a confidential API. In the testing phase of this study, data from Pune University's community service participants in the year 2023 were utilized. The tests covered processes such as anonymous authentication, encryption, file description, key distribution, feedback submission, and feedback status. The evaluation produced positive results, indicating that the user authentication process takes only 4.6 seconds, while sending feedback requires 6.4 seconds. Key Words: Anonymous Authentication, Student Feedback, Academic Service, Distributed System,MD5, online , complaint , management , respond.

Evaluation of a new device to treat negative dysphotopsia.

To evaluate the efficacy and safety of Negative Dysphotopsia (ND) Ring implantation for treating and preventing ND. Multicentric tertiary eye hospitals. Prospective interventional cohort study. 22 patients with ND were enrolled. Eyes with other ocular structural pathologies (corneal, macular, optic nerve head, retinal, neuro-ophthalmological) were excluded. In 15 eyes, the ring was implanted to treat ND (therapeutic group), and in 7 eyes, it was implanted during cataract surgery of the fellow eye as a prophylactic measure (prophylactic group) to prevent the occurrence of ND. Preoperative evaluation included video recording of the patients' complaints aside complete eye examination. Postoperatively, patients were interviewed to confirm resolution of complaints related to ND. The intraoperative difficulties and postoperative adverse events were recorded. A minimum follow-up of 1 year was completed for all eyes. In the therapeutic group, 14 of 15 eyes (93.3%) patients reported complete resolution of ND on the first postoperative day while 1 patient reported persistence of a smaller and lighter temporal shadow. No ND was reported by any patient in any of the 7 eyes treated prophylactically. No significant adverse intraoperative event was recorded; however, vitreous upthrust was noted in 2 of 22 eyes (9.0%). No permanent drop in visual acuity was recorded in the therapeutic group. ND Ring implantation was an easy, safe, and effective approach for both treating and preventing ND.

IOL exchange for positive and negative dysphotopsia

Positive and negative dysphotopsia are complaints that sometimes occur after otherwise uneventful cataract surgery with intraocular lens (IOL) implantation. In positive dysphotopsia (PD), artefacts such as glare and halos are experienced around light sources, especially in scotopic conditions. In negative dysphotopsia (ND), a dark shadow or crescent is experienced in the temporal visual field, especially in photopic conditions. An IOL‐exchange, especially with an larger sized IOL, is one of the therapies of both conditions.In this presentation, first the surgical technique to perform an IOL‐exchange will be presented. In short, the initially implanted IOL is removed through a small corneal incision (3.0 mm) after luxation of the IOL in the anterior chamber and cutting it in half before extraction. Subsequently, the new IOL is injected directly into the bag through the 3.0 mm corneal incision that was used for the removal of the initial IOL.Subsequently the clinical results of such an IOL‐exchange, with the Aspira‐aXA, a monofocal, 1‐piece hydrophilic acrylic IOL with an optic diameter of 7.0 mm, will be presented. In total, 20 eyes of 16 patients with pseudophakic dysphotopsia were included in the analysis. Nine eyes suffered from PD, ten eyes from ND, and one eye from both complaints. 15 out of 20 eyes (75%) showed complete resolution of complaints after the IOL exchange and four eyes (20%) showed a partial resolution. Postoperatively, in one eye vitreous loss occurred and resulted in cystoid macular edema, and another eye developed posterior capsular opacification, all treated successfully.As the bag‐to‐bag IOL exchange with a 7 mm IOL resulted in partial or complete resolution of positive and negative dysphotopsia in the majority of patients (95%), it is a potential treatment for patients with dysphotopsia.

Emotional Alchemy in Hospitality: Transforming Discontent to Delight through Servant Leadership and Strategic Emotional Labor in Hotel Service Recovery Performance

Hotel service dissatisfaction necessitates recovery for sustainable operations. Frontline employees, crucial for customer interactions, ensure quality service delivery and bear responsibility for rectifying service failures. Swift service complaint resolution is customer’s priority, with leader support impacting emotional labor and performance outcomes. This study explores servant leadership's vital role in fostering an environment where employees feel valued, contributing to successful service recovery. Employing SPSS, AMOS, and SEM, this study empirically extends existing leadership literature by exploring the uncharted relationship between servant leadership and service recovery performance within an underdeveloped nation's hotel industry, significantly contributing to the conservation of resource theory. Using a comprehensive survey of 625 frontline employees, findings of the study reveal servant leadership's positive impact on deep acting and negative effect on surface acting. The study confirms servant leadership fosters deep acting, positively influencing service recovery. Grounded in the conservation of resources theory, it proves hotels with servant leadership exhibit effective service recovery. This research contributes theoretically by linking emotional labor to the servant leadership and service recovery performance relationship, demonstrating its impact on genuine customer interaction restoration.