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This paper analyzes the effect of company response style and complaint source on silent observers' reactions to a service failure episode vented on Twitter.

In a 2 × 2 experimental design, company response style (personalized vs automatic) and complaint source (ordinary Twitter user vs influencer) were manipulated to test the hypotheses.

Complaint source moderates the effect of company response style on brand image, purchase intention and electronic word-of-mouth (eWOM). Thus, the authors found that a personalized response to a complaint, compared to an automatic response, leads to a more favorable brand image as well as purchase intention and eWOM intention when the complainant is an ordinary Twitter user. However, the automatic response, compared to the personalized one, is better perceived when the complainant is an influencer. The authors also found that service failure response attribution and the emotions elicited during the firm–complainant interaction mediate the previous effects.

This paper deals with the company's initial reaction after a complaint is posted on Twitter; however, the complaint-handling process is longer, and both the customer and silent observers await a resolution. Future research could tackle subsequent stages of the process and different recovery strategies.

The study offers meaningful insights regarding complaint handling on Twitter and how the effectiveness of the company response style depends on the complaint source. Marketers should offer adapted personalized responses to prompt positive behavioral intentions for ordinary Twitter users, who represent prospective consumers. However, a personalized response given to an influencer may be perceived more negatively, as silent observers may interpret that the company offers such a response just because the complaint comes from a well-known person who can reach many users and not because of an honest interest in serving consumers.

This research focuses on the underresearched area of the impact of online complaints on silent observers, a large group of prospective consumers quietly exposed to complaints aired on Twitter. The underlying mechanisms are also identified.

In the literature on complaint management the importance is acknowledged of learning from complaints. Still, the concept of organisational learning has not yet been embedded in the field of complaint management. Therefore, this paper aims to adjust a general model for organisational learning to the concept of complaint management in order to make it operational for this field.

The notion of organisational learning in combination with complaint management is modelled as a system. This system enabled us to analyse the practices of handling and analysing complaints within six Dutch service organisations and to assess the potential of these organisations for organisational learning.

The results of the paper categorise a variety of complaint management practices along two elements of organisational learning: triggers and modes of learning (i.e. informational learning or interactive learning).

Further research should include the applicability of the learning model to different sectors or organisations.

This collection of practices can be used as a managerial guideline for improving the processes of learning from complaints.

This paper contributes to embedding the concept of organisational learning in the field of complaint management.

The purpose of this paper is to investigate the factors which contribute to, or mitigate against, both the likelihood and timing of the onset of police misconduct.

Research hypotheses were tested examining the first personnel complaint filed against officers, using both all complaints and only substantiated complaints, from data collected on a large cohort of officers followed over a substantial portion of their careers.

Black officers and those exhibiting poor academy performance were at an increased likelihood of onset when compared to white and Hispanic officers and those who did better in the academy, while having a college degree lowered this likelihood. Officers whose first complaints were filed by citizens, and officers working certain patrol zones had quicker onset times. Those officers whose first complaint was related to service, as well as officers with prior military service, had longer onset times.

This study relies on personnel complaints to measure onset, was conducted in a very large police department, and does not include arrest data on officers over time.

Onset occurs early in officers’ careers. Some factors are consistent across complaint types, while others depend on whether all complaints or only substantiated complaints are used to measure onset, which suggests that future research should consider carefully which measure they employ.

This study employs a longitudinal data set which follows a cohort of officers from the start of their careers, and is thus ideal for exploring the onset of misconduct.

This paper seeks to examine a variety of measures of complaints and their relationship to police officers' use of coercion in encounters with suspects.

Data from the Project on Policing Neighborhoods, involving the systematic social observation of police, were combined with complaint data from the St Petersburg Police Department to examine the influence of complaints on use of coercion in everyday encounters. Hierarchical models, which included theoretically relevant control variables, were used to test multiple measures of departmental and citizen complaints as predictors of officers' use of coercion.

The analyses indicate that, net of other important predictors, officer complaint rate for force and verbal discourtesy is associated with higher levels of coercion in encounters with suspects. The analyses also indicate that officers' verbal discourtesy complaint rate is associated with higher levels of coercion, but complaint rates for physical force are not related to higher levels of coercion.

The current results do not necessarily generalize to all police departments, since the department, at that time, was a leader in community policing.

The influence of complaints for force and discourtesy on coercion suggests that police departments could benefit from greater attention toward officers who generate complaints for discourtesy from the public.

This paper examines the utility of official complaint data as a determinant of officers' coercive behavior in encounters with suspects. The research would be of interest to police executives concerned with creating “early warning systems” as well as police scholars concerned with the determinants of officer coercion.

This paper aims to analyze the processing of complaints against investment advisors and Member firms through the Investment Industry Regulatory Organization of Canada (IIROC) enforcement system between 2009 and 2016. The paper used the misconduct funnel to show the number of complaints that are “funneled in,” and how these complaints are subsequently “funneled out” and “funneled away” at the investigation and prosecution stages of IIROC enforcement system.

The paper uses data from IIROC enforcement annual reports from 2009 to 2016. A combination of descriptive statistics and correlation matrices was used to analyze the data.

The findings indicate that while IIROC “funneled in” more complaints, a significant proportion of complaints were “funneled out” of its enforcement system and funneled “away” from the criminal justice system. Fines imposed were often not collected from individual offenders. IIROC, it seems, is ineffective in handling the more serious and systematic industry problems.

It is hard not to see the findings from this study being used by the provincial securities commissions and the federal government to support the call for a national securities regulator in Canada.

This is the first study of its kind to systematically analyze the enforcement performance of IIROC.

As the most visible element of the marketing communications mix advertising has had its critics over the years and developed countries usually opt for a self‐regulatory approach to deal with unacceptable advertising. The recent breakdown of one of the world’s longest established advertising self‐regulatory programs in Australia has reopened the 20 year‐old debate that has taken place in the leading academic and business journals concerned with improving the effectiveness of such regulatory systems. One of the key changes in this area is the increasing dominance of the rival advertisers in the complaints process. This article presents a model of effective advertising self‐regulation and reports on the key findings of an Australian study. The empirical work, utilising a mix of qualitative and quantitative data collection techniques, succeeds in making both a practical and theoretical contribution to this important area.

The purpose of this study is to capture the variety of issues that concern patients and to examine the extent to which personal characteristics of patients, such as education, ethnicity, age, gender and conditions of hospitalisation, influence the tendency to “express (negative) voice” and raise “critical views”.

Using data obtained from the 2014 Survey of Health Satisfaction in Israel, the study focuses on patients' responses to an open-ended question regarding the medical care experience in hospitals.

The analysis reveals that “the voice of patients” spreads across a wide variety of issues, including the physical condition of the hospital and caregiver behaviour. Multivariate regression models show that subgroups with greater access to social and economic resources (i.e. in Israel, individuals who are Jewish), academics, women and younger patients are more likely to express critical voice regarding the hospitalisation experience. Likewise, inferior hospitalisation conditions are likely to increase expression of negative “voice” and criticism.

The findings underscore the importance and value of open-ended questions in evaluating healthcare satisfaction, suggesting that the likelihood of expressing critical voice is higher among patients of high socio-economic status – perhaps because they are more likely to expect, demand and feel entitled to high-quality care. Likewise, inferior hospitalisation conditions increase the critical voice.

In this paper the authors present a study that uses Twitter to identify critical elements of customer service in the airline industry. The goal of the study was to uncover customer opinions about services by monitoring and analyzing public Twitter commentaries. The purpose of this paper is to identify elements of customer service that provide positive experiences to customers as well as to identify service processed and features that require further improvements.

The authors employed the approach of sentiment analysis as part of the netnography study. The authors processed 67,953 publicly shared tweets to identify customer sentiments about services of four airline companies. Sentiment analysis was conducted using the lexicon approach and vector-space model for assessing the polarity of Twitter posts.

By analyzing Twitter posts for their sentiment polarity the authors were able to identify areas of customer service that caused customer satisfaction, dissatisfaction as well as delight. Positive sentiments were linked mostly to online and mobile check-in services, favorable prices, and flight experiences. Negative sentiments revealed problems with usability of companies’ web sites, flight delays and lost luggage. Evidence of delightful experiences was recorded among services provided in airport lounges.

Paper demonstrates how sentiment analysis of Twitter feeds can be used in research on customer service experiences, as an alternative to Kano and SERVQUAL models.

Customer satisfaction is a term used to explain how products and services supplied by a company meet or surpass customer expectation.

Customer satisfaction is defined as the number/percentage of customers whose experience with products/services exceeds identified satisfaction goals.

This chapter explains how to develop customer satisfaction analyses (from the preliminary study to the analysis of the results) and some methods to represents the major findings.

A distinction must be drawn between a dismissal on the one hand, and on the other a repudiation of a contract of employment as a result of a breach of a fundamental term of that contract. When such a repudiation has been accepted by the innocent party then a termination of employment takes place. Such termination does not constitute dismissal (see London v. James Laidlaw & Sons Ltd (1974) IRLR 136 and Gannon v. J. C. Firth (1976) IRLR 415 EAT).