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This chapter examines social variations in parent dissatisfaction with children’s medical care and tests whether greater dissatisfaction is associated with less preventive care and unmet medical need.

The 2007 National Survey of Children’s Health (NSCH) is a nationally representative cross-sectional sample of parents of U.S. children age 0–17 years (N=78,523). We use a combination of ordinary least squares (OLS) and binary logistic regression to analyze parent dissatisfaction, preventive care, and unmet medical need.

Our results indicate that parents’ dissatisfaction scores are significantly higher for racial/ethnic minorities, non-English speakers, lower socioeconomic status (SES) respondents, and the uninsured. Furthermore, parent dissatisfaction has a significant and robust association with lack of preventive care and reports of unmet medical need.

Due to the cross-sectional research design, we were unable to determine whether dissatisfaction caused parents to delay children’s medical care, thus resulting in a lack of annual preventive care and greater unmet needs.

Although there is extensive research on adult perceptions of their own medical care, few sociological studies have examined parents’ perceptions about their children’s care. Yet, there is substantial evidence that parents transmit health-related attitudes, beliefs, and behaviors to their children. As with adult patients, parent satisfaction with their child’s medical care is stratified by social characteristics; however, we also find a strong association between dissatisfaction and use of other important health services. It may be the case that when parents feel that they did not receive satisfactory care, they are more likely to delay, or to forgo, preventive and other health services.

In this chapter, we review the literature on the relationship of work–family conflict with health outcomes and well-being. We discuss the meaning of work–family conflict and then present a theoretical model that depicts the psychological process by which work–family conflict affects negative emotions, dissatisfaction with life and its component roles, health-related behavior, and physical health. We conclude with suggestions regarding the development of a future research agenda.

Introduction – In today’s intense competitive environment, businesses that want to have a sustainable competitive advantage must put the customer at the centre of all their activities and create customer loyalty by offering products and services that will provide customer satisfaction. One of the key elements of ensuring customer satisfaction is the effective handling of customer complaints, which is defined as the customers expressing their dissatisfaction with unmet expectations and unsatisfied needs verbally or in writing. The concept of a complaint as a response of customers’ dissatisfaction with the products and services they experience is an invaluable feedback mechanism for businesses to resolve issues relating to their products and services.

Aim – The aim of this chapter is to emphasise the importance of the concept of complaint as an important part of customer relations management and an effective marketing tool for the tourism sector. As a service sub-sector, the simultaneous production and consumption of services in the tourism sector ensures customer satisfaction more than concrete products, due to their inseparable nature. For this reason, handling, evaluating and finalising customer complaints has an important function and value in providing the necessary information for tourism enterprises to become aware of their deficiencies and mistakes. Complaint management has started to play an even more critical role for the tourism industry in preventing customer losses due to dissatisfaction, especially considering the shrinkage in demand in the sector due to the COVID-19 pandemic.

Method – Firstly the concept of complaint and the importance of complaints for businesses were explained, customer complaint behaviour and the factors affecting this behaviour were examined in detail, the concept of online complaint was mentioned and the subject was evaluated in terms of tourism businesses.

Results – While the effective management and resolution of complaints should be seen as a goal by every tourism business, it is vital that they understand customer complaint behaviours, the factors affecting this behaviour and how complaints should be managed in a way that will result in favour of the business.

Conclusion – A complaint management process that enables customers to easily report their complaints to businesses and produces solutions as soon as possible will positively affect customer satisfaction. In this context, in order to reduce the negative effects on tourism enterprises, especially through the pandemic, business need to have clear and easy-to-access procedures, provide a quick response, show reliability and consistency in providing a solution, keeping the complainant informed of progress, have employees who can communicate with empathy and courtesy, have enough employees to deal with the situation, and adopt proactive approaches to prevent complaints rather than reducing the volume of complaints.

Originality/Value – This research contributes to the literature in terms of complaining behaviour, examining the factors affecting this behaviour and emphasising the importance of the concept of complaints in the tourism sector. In addition, the research is important in terms of examining the contributions of an effective complaint management system in reducing the negative effects of the COVID-19 pandemic on the tourism sector, which is one of the sectors mostly affected on a global scale.

There has been a notable growth in the number, participants, and frequency of international assessments of student academic performance over the past 50 years. This chapter provides a structure for the perspectives that could be used to analyze this rise. This chapter highlights case study examples of specific countries' choices to participate in particular assessments. It further describes the utility of three analytic frameworks in understanding the decision factors, diffusion mechanisms, and environmental dynamics that relate to international testing. Factors such as the cost of testing, the cultural connections between nations participating, and the temporal relevance of testing to today's focus on accountability arise in illustrations of the transmission mechanism for international achievement tests. This chapter organizes large and diverse amounts of important testing sampling frame information in a unique way. The questions we ask are driven by the framework we begin analyzing with. Organizations conducting these tests can better understand the touchpoints for nations deciding whether or not to participate. Concerns about developing country participation, for example, can be better addressed.

To understand the reasons that accounting academics leave the tenure-track academic pipeline.

Survey study was conducted of PhD graduates who left the tenure-track accounting pipeline over a 22-year period.

We located and surveyed accounting PhD graduates who have opted out of the tenure-track. These opt-outs included those who have left academia entirely and those who have moved into non-tenure-track positions. Survey results indicate that dissatisfaction with research expectations is the most significant factor for faculty now employed in non-tenure-track positions. Although there were no gender-related differences in the number of faculty who left the tenure-track but stayed in academia, there were some gender differences in the importance of family-related factors in motivating the move off of the tenure-track.

The study examines the importance of the “push” and “pull” factors associated with changing career paths in academia that have been identified in the literature. The study finds some differences in influential factors between accounting academia and other fields. Sample size is a potential limitation.

The study provides recommendations for PhD program directors and for hiring institutions to help reduce the number of opt-outs.

Retention of qualified faculty who are dedicated teachers improves students’ educational outcomes.

This is the first study to examine factors that drive accounting academics to opt-out of the tenure-track.

This chapter builds on previous research that conceptualized organizational politics as an organizational stressor. After reviewing the studies that integrated the occupational stress literature with the organizational politics literature, it discusses the negative implications of the use of intimidation and pressure by supervisors, implications that have generally been overlooked. Specifically, the chapter presents a conceptual model positing that the use of intimidation and pressure by supervisors creates stress in their subordinates. This stress, in turn, affects subordinates’ well-being, evident in higher levels of job dissatisfaction, job burnout, and turnover intentions. The stress also reduces the effectiveness of the organization, reflected in a high absenteeism rate, poorer task performance, and a decline in organizational citizenship behavior. The model also maintains that individual differences in emotional intelligence and political skill mitigate the stress experienced by subordinates, resulting from the use of intimidation and pressure by their supervisors. In acknowledging the destructive implications of such behavior in terms of employees’ well-being and the productivity of the organization, the chapter raises doubts about the wisdom of using it, and advises supervisors to rethink its use as a motivational tool. Implications of this chapter, as well as future research directions, are discussed.

Purpose — Most managers seem dissatisfied with their careers after they return from expatriate assignments. The study aimed to identify the reasons for their dissatisfaction and distill implications for MNCs interested in improving the return on the investment they make on expatriation and harnessing the valuable knowledge with which many managers return after successful completion of expatriate assignments.

Methodology/approach — The data were collected via depth interviews with recently returned expatriates.

Findings — The level of dissatisfaction among returning expatriates is high and is attributable to a poorly managed HR function. While considerable sums are invested in transferring knowledge from home to host offices, MNCs seem curiously inattentive to the process by which their returning expatriates are reintegrated into the firm.

Practical implications — Managers' voices call for a strategically oriented HR function of MNCs and a new organisation for developing intellectual capital and a cadre of globally trained managers. Changes in structure, systems and processes are discussed.

Social implications — If MNCs continue neglecting the repatriation needs of their expatriates, and paying little or no attention to transferring their knowledge about international operations, U.S. companies are likely to lag in terms of utilising that knowledge to become more effective global organisations.

Originality/value of the chapter — Sources of dissatisfaction among returning expatriates are identified. Much of the dissatisfaction relates to the disconnect between expectations and reality, the failure of the mentor role and a lagging HR function. The chapter identifies steps to correct these problems.