Effective Factors Influencing the Intention to Use Citizens Complaint Handling System

The citizen's complaint handling system aims to make citizens easily file a complaint against the condition and development of the city so that it can be followed up immediately, but the implementation of this Smart City program is less than optimal. The real condition shows that there are still many citizens who have not used this application. This study aims to evaluate what factors influence the citizen's intention to use the complaint handling application. The methodology used in this study is a qualitative method with a phenomenological approach. This study conducted in-depth interviews with six research informants, then the results of the interviews were tested and analyzed, and the interview data was encoded. The results of this study found factors that influence the intention to use complaint handling applications. These factors are citizen awareness, social influence, perceived usefulness, and trust. The expected result is a new model that can be implemented to improve the use of complaint handling applications and similar e-government services.

Conflict and satisfaction in distribution channels: Hotel operators' perspectives in Cambodia

<p>This study examines hoteliers’ perceptions of the level of satisfaction and sources of conflict with both traditional and online intermediaries (TI and OI) in Cambodia. It unveils the overall level of satisfaction of hoteliers with intermediaries in Cambodia, discusses the sources of conflict, and assesses whether there are differences in terms of the levels of satisfaction as well as sources of conflict between TI and OI. This study is focussed on the supply side, which is hoteliers. A mixed methods approach is used for this study and 42 hoteliers in Cambodia were interviewed in three different regions in Cambodia: Siem Reap, Phnom Penh, and Sihanoukville. The study found that the overall level of satisfaction of hoteliers with intermediaries is very positive. The overall level of satisfaction of hoteliers with TI such as travel agencies and tour operators is perceived as satisfactory between "Somewhat good" and "Extremely good". Similarly, the overall level of satisfaction of hoteliers with OI such as Booking.com, Expedia, Agoda, and Ctrip is also perceived as satisfactory ranging from "Somewhat good" to "Extremely good". The results also reveal that the most common sources of conflict with TI are price level-related conflict, payment-related conflict, and price-quality ratio-related conflict. The least common sources of conflict for TI were booking details-related conflict, commission-related conflict, and overbooking-related conflict. Likewise, the most frequent sources of conflict with OI are price level-related conflict, overbooking-related conflict, and complaint handling-related conflict and commission-related conflict, booking details-related conflict, and fulfillment of contract conditions-related conflict were the least frequent sources of conflict. Some differences were found for the level of satisfaction and sources of conflict in terms of hotel attributes and respondents' backgrounds. Regarding the level of satisfaction, differences were found in the case of hotel size and hotel age with TI. Concerning the sources of conflict, differences were found in terms of respondents’ nationalities, hotel category, hotel size, and hotel age. It is surprising to note that no statistical differences were found in the case of hotel location, ownership, and respondents’ job titles.</p>

Conflict and satisfaction in distribution channels: Hotel operators' perspectives in Cambodia

<p>This study examines hoteliers’ perceptions of the level of satisfaction and sources of conflict with both traditional and online intermediaries (TI and OI) in Cambodia. It unveils the overall level of satisfaction of hoteliers with intermediaries in Cambodia, discusses the sources of conflict, and assesses whether there are differences in terms of the levels of satisfaction as well as sources of conflict between TI and OI. This study is focussed on the supply side, which is hoteliers. A mixed methods approach is used for this study and 42 hoteliers in Cambodia were interviewed in three different regions in Cambodia: Siem Reap, Phnom Penh, and Sihanoukville. The study found that the overall level of satisfaction of hoteliers with intermediaries is very positive. The overall level of satisfaction of hoteliers with TI such as travel agencies and tour operators is perceived as satisfactory between "Somewhat good" and "Extremely good". Similarly, the overall level of satisfaction of hoteliers with OI such as Booking.com, Expedia, Agoda, and Ctrip is also perceived as satisfactory ranging from "Somewhat good" to "Extremely good". The results also reveal that the most common sources of conflict with TI are price level-related conflict, payment-related conflict, and price-quality ratio-related conflict. The least common sources of conflict for TI were booking details-related conflict, commission-related conflict, and overbooking-related conflict. Likewise, the most frequent sources of conflict with OI are price level-related conflict, overbooking-related conflict, and complaint handling-related conflict and commission-related conflict, booking details-related conflict, and fulfillment of contract conditions-related conflict were the least frequent sources of conflict. Some differences were found for the level of satisfaction and sources of conflict in terms of hotel attributes and respondents' backgrounds. Regarding the level of satisfaction, differences were found in the case of hotel size and hotel age with TI. Concerning the sources of conflict, differences were found in terms of respondents’ nationalities, hotel category, hotel size, and hotel age. It is surprising to note that no statistical differences were found in the case of hotel location, ownership, and respondents’ job titles.</p>

Calling to Complain: An Ethnographic and Conversation Analytic Account of Complaints to an Industry Ombudsman

<p>Although the term complaining represents an ostensibly straightforward behaviour, it has come to obtain a range of meanings within academic and commercial works which have directed research toward understanding the behaviour and attempting to improve the way that it is undertaken, particularly in commercial environments where complaint handling constitutes an important field of commercial practice for many firms. It is proposed in this thesis that such variation in the way that complaining is approached is problematic, as it is treated ways that frequently underemphasise the fundamental point that it is overwhelmingly conducted in interpersonal interactions using language as its primary vehicle (Edwards, 2005). This thesis offers an approach to complaint handling and complaining that eschews such approaches in favour of an empirically grounded account based on the principles of ethnographic analysis, conversation analysis, and discursive psychology. Through investigating the complaint handling procedures as practiced by employees in an institution expressly dedicated to the receipt of complaints and enquiries from customers by employing participant observation and interviews, an account of complaint handling is developed that identifies how a range of forces works to impact on the way that it is performed in an institutional environment, furnishing complaint handling with a level of detail not currently offered in managerial literature dedicated to developing the practice. Next, two research chapters present the investigation of two different aspects of complaint interactions themselves. The first of these focuses on call openings as customers and institutional agents work to align themselves to the project of the call, demonstrating varying orientations to institutional complaining as callers demonstrate their own procedures for complaining (and enquiring) which may not match the institutional prerogatives and procedures of the agents receiving the calls. The final research chapter offers an analysis of a recurrent practice in the complaint calls themselves: callers’ use of self-disclosure in the service of rendering matters as problematic and warranting complaint. This finding adds to existing discursive understandings of how complaining is done. Taken together the findings offer an alternative approach to investigating complaint handling by treating it as an indexical practice bound to local demands. This offers a detailed depiction of complaint handling and complaining ‘in situ’ that may offer researchers and commercial entities a new approach to investigating how it is that complaining is done and how, in commercial or institutional contexts, complaint handling may be improved through the methods employed in the thesis.</p>

Calling to Complain: An Ethnographic and Conversation Analytic Account of Complaints to an Industry Ombudsman

<p>Although the term complaining represents an ostensibly straightforward behaviour, it has come to obtain a range of meanings within academic and commercial works which have directed research toward understanding the behaviour and attempting to improve the way that it is undertaken, particularly in commercial environments where complaint handling constitutes an important field of commercial practice for many firms. It is proposed in this thesis that such variation in the way that complaining is approached is problematic, as it is treated ways that frequently underemphasise the fundamental point that it is overwhelmingly conducted in interpersonal interactions using language as its primary vehicle (Edwards, 2005). This thesis offers an approach to complaint handling and complaining that eschews such approaches in favour of an empirically grounded account based on the principles of ethnographic analysis, conversation analysis, and discursive psychology. Through investigating the complaint handling procedures as practiced by employees in an institution expressly dedicated to the receipt of complaints and enquiries from customers by employing participant observation and interviews, an account of complaint handling is developed that identifies how a range of forces works to impact on the way that it is performed in an institutional environment, furnishing complaint handling with a level of detail not currently offered in managerial literature dedicated to developing the practice. Next, two research chapters present the investigation of two different aspects of complaint interactions themselves. The first of these focuses on call openings as customers and institutional agents work to align themselves to the project of the call, demonstrating varying orientations to institutional complaining as callers demonstrate their own procedures for complaining (and enquiring) which may not match the institutional prerogatives and procedures of the agents receiving the calls. The final research chapter offers an analysis of a recurrent practice in the complaint calls themselves: callers’ use of self-disclosure in the service of rendering matters as problematic and warranting complaint. This finding adds to existing discursive understandings of how complaining is done. Taken together the findings offer an alternative approach to investigating complaint handling by treating it as an indexical practice bound to local demands. This offers a detailed depiction of complaint handling and complaining ‘in situ’ that may offer researchers and commercial entities a new approach to investigating how it is that complaining is done and how, in commercial or institutional contexts, complaint handling may be improved through the methods employed in the thesis.</p>

Complaints handling

George Wright gives a step-by-step guide for dental nurses Aims & Objectives By the end of this article, you will gain an understanding of: The definition of a complaint The regulatory requirements for handling complaints How complaint handling should be approached including a step-by-step guide for responding to complaints The differing requirements for responding to verbal and written complaints The importance of self-care when in receipt of a complaint

The Effect of Term of Payment on Customer Loyalty with Electronic Word of Mouth as Moderating Variable

This research was conducted to find out and explain the influence of Term of Payment dependent variables on independent variable Customer Loyalty with Electronic Word of Mouth as moderating variable. Samples in this study were customers of UD SUMBER AGUNG which amounted to 37 respondents, the research method used is quantitatively described with a tool SPSS.16 aids, the results of the study showed nillai t sig. the effect of Term of Payment on Customer Loyalty before moderating test of 0.000 is less than 0.05 this means that Term of Payment affects Customer Loyalty before moderating test for percentage of R-Squares effect of Term of Payment on Customer Loyalty of 57.3% the remaining 42.7% is influenced by other variables such as: complaint handling and good quality product. The test result of t. sig variable Term of Payment to Customer Loyalty after moderating with Electronic Word of Mouth as moderating variable is AbsX1_X2 (0.789>0.05) this explains that Electronic Word of Mouth as moderating variable is not able to strengthen the relationship between X to Y.

A Study of Customer Service Agent’s Pragmatic Identity Construction in Complaint Responses

Positioned within rapport management theory proposed by Spencer-Oatey, this article investigates the customer service agent’s pragmatic identity construction in complaint response calls. Drawing on data of 42 complaint handling recordings from the customer care center of a Chinese airline company, this study tries to address these three research questions: 1) What types of pragmatic identities do the customer service agents construct in complaint response calls? 2) How are these pragmatic identities constructed through rapport management strategies? 3) What interpersonal functions do these pragmatic identities perform? By adopting a qualitative research method, this study has found that the agents mainly construct three default identities and one deviational identity in complaint response calls by employing nine rapport management strategies from four rapport management domains. These different pragmatic identities mainly perform three kinds of interpersonal functions: support face needs, support sociality rights and obligations, and support interactional goals. The findings further validates the feasibility of rapport management theory in the study of identity construction, and provides new ideas for future study on pragmatic identity construction in institutional communications.