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The purpose of this paper is to examine the threshold effect of group size on customer's complaining intention under group service failures.

Based on two main laboratory experiments, through two 10×2 scenario simulation experiments, the authors examine the role of group size in customer's complaining intention.

Results show that: (1) the relationship between group size and customer's complaining intention follows an inverted “U” type trend; (2) evaluation apprehension mediates the relationship between group size and customer's complaining intention; (3) relational distance can change threshold values and (4) relational distance moderates the relationship between group size and customer's complaining intention.

Managers should judge the threshold of group size through experience so as to have a preliminary understanding of customer evaluation concerns and complaint intention. In the face of service failure groups smaller than the threshold range, managers should divided the group into several small groups. For service failure groups larger than the threshold range, the opinion leaders in the group should be given more attention, so as to control the whole group.

This paper is helpful to deeply understand the key role of group size in the process of customer complaints, and also provides decision-making basis for service enterprises to deal with group customer complaints.

There has been little research about the threshold effect of group size on customer's complaining intention. The previous studies on customer's complaining intention focus on its influences on group size, and draw a single common conclusion that the customer's intention to complain will increase with the growing number of groups increases. However, few studies are explored on the threshold of group size. Therefore, this paper will focus on the threshold effect of group size on customer's complaining intention to fill the gap.

The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels.

Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: whether they had negative experiences with online purchases, whether they complained, and whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions.

Remarkable differences arise among the consumers with respect to intentions to repurchase on the internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting.

This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.

The aim of this study is to investigate whether police problem behaviors decline over time as officers gain experience, or whether they rise again as officers approach or pass the typical year of retirement.

Research hypotheses were tested examining mean citizen complaint rates by years of experience, for a cohort of officers for a 14‐year period at the aggregate level, and a semi‐parametric, group‐based approach at the individual level, to estimate developmental trajectories of officers who follow similar pathways over time.

While at the aggregate level rates of citizen complaints steadily decline between years 4 and 23, there were three trajectories underlying this aggregate pattern. These trajectories differed in terms of their magnitude, but all exhibit a general decline over time, except for the most problematic group. For this group, problem behaviors began to rise between years 16 and 23.

This study relies on citizen complaints as the primary indicator, which can over‐ and under‐represent problem behavior, was done in a large agency, which may not be representative, and does not include information on geographic assignment or arrest productivity over time.

Research findings suggest that for the most problematic officers, problem behaviors may exhibit an increase near retirement.

This study employs a longitudinal data set, which can examine within‐officer change in problem behaviors over time.

The purpose of this paper is to explore the two effects (flow effect and resonance effect) during a group complaint based on the emotional contagion theory.

This study uses an experimental research design in which participants’ negative emotions dynamically change driven by group emotional interactions when they are experiencing a group complaint.

Flow effect and resonance effect can occur during the process of group emotional contagion. Specifically, when group customers’ negative emotional similarity is low in a group complaint, group emotional contagion leads to flow effect (i.e. negative emotions flow from customers with higher levels of negative emotions to those with lower levels of negative emotions). By contrast, when group customers’ negative emotional similarity is high in a group complaint, group emotional contagion leads to resonance effect (i.e. group customers’ negative emotions increase significantly).

Most of the previous research studies the process of emotional contagion from one with higher levels of emotional displays to the other with lower levels of emotional displays, which is named as the “flow effect” of emotional contagion. However, when two individuals with the same levels of negative emotional displays interact with each other, the flow effect of emotional contagion is very likely not to occur. It is interesting to find that both individuals’ negative emotions increase significantly during the process of emotional contagion. The authors propose the “resonance effect” of emotional contagion to explain this phenomenon.

Citizen complaints filed against a small group of officers of a large police department in the south‐eastern USA were used to conduct an examination of repeat offenders and non‐repeat offenders. Examines differences between the offenders in the areas of officer characteristics, complaint characteristics and citizen characteristics. Finds that the all‐male group of repeat offenders was significantly younger and less experienced than their peers and was more likely to be accused of harassment. Finds that the ethnic minority group was more likely to file complaints against repeat offenders and that a disproportionate number of complaints were intraracial. Detects a cause for concern in that several high‐ranking officers reacted to the survey by reappraising the data and classing the greater offenders as productive and conscientious officers, i.e., denotes belief at high level within the police organization that a good officer should generate dissatisfaction among the general public.

More than a half a dozen published studies have observed the effect of body-worn cameras (BWCs) on complaints against the police. Nearly all, with varying degrees of methodological sophistication, tell a similar story: a strong reduction in complaints filed against the police once BWCs are in use. However, the entirety of the published evidence comes from English speaking countries, limited to the USA and the UK, and is restricted to the effects of BWCs on response policing. The purpose of this paper is to extend this body of research to Latin America, and to specialized policing jobs.

The authors measured the consequence of equipping traffic police officers with BWCs in five out of the 19 traffic police departments in Uruguay (n=208), and compared these settings to both the pre-test figures as well as to the non-treatment departments. Interrupted time-series analyses and repeated measures of analysis were used for significance testing.

Statistically significant differences emerged between the before–after as well as the between–groups comparisons: complaints were five times higher in the comparison vs the treatment jurisdictions, and there were 86 percent fewer cases compared to the pre-treatment period.

These outcomes suggest that the effect of BWCs on complaints is ubiquitous.

The findings indicate that BWCs provide an effective solution for reducing grievances against the police, which can potentially be a marker of increased accountability, transparency and legitimacy for the Latin American law enforcement departments.

This study is an extension of findings on BWCs to non-English-speaking police departments, with a focus on specialized policing rather than patrol policing.

The purpose of this paper is threefold: to examine complaint management among retailers in order to develop a typology of their strategic complaint management system; to develop a profile of each retailer group included in the typology using a set of key relevant variables (e.g. company size, perceived customer dissatisfaction); and to investigate the state of complaint management across different types of retailers.

Data are collected from an online survey of Danish and Swedish grocery retailers, electronic stores, car‐dealers, and furniture stores (n=260) using self‐administered questionnaires.

Cluster analysis identifies two clusters of retailers: non‐active complaint handlers and medium‐active complaint handlers. Medium‐active complaint handlers regard complaint handling as having higher strategic relevance than non‐active complaint handlers and also, medium‐active complaint handlers were more inclined to compensate the complaining customers for the loss they might have experienced. The developed cluster profiles revealed that medium‐active complaint handlers perceive a higher degree of customer dissatisfaction than do non‐active complaint handlers and also that a larger proportion of their customers have complained. Within retailers, grocery stores had the best compensation policies and the most positive attitude toward retailer‐customer interaction, while car dealers are the most likely to have a strategic plan to deal with complaints.

The results obtained in this paper indicate that retailers hesitate from inciting customers to complain. This is unfortunate, as dissatisfied customers should be regarded as a strategic asset, which potentially could provide retailers with important knowledge concerning their products and services and thereby helping retailers in improving their market place behaviour.

No other research has looked across different types of retailers to determine if there are differences in the integration of complaints to the strategic management process.

This study aims to investigate the moderating effect of in-group social presence on the relationship between face concern and hotel customers’ behavioral responses to service failures.

Participants were randomly assigned to two conditions: in-group presence vs control group. They read a scenario describing a hotel check-in service failure and answered questions regarding their behavioral intention after the failure and level of face concern.

The results indicate that face concern is positively associated with the intention to voice a complaint, to spread negative word-of-mouth and to post negative online reviews. While the impact of face concern on complaint intention became insignificant in the presence of an in-group, its effect on posting negative online reviews was enhanced when surrounded by an in-group.

It addresses the long-lasting debate about the association between face concern and various types of behavioral responses to service failure. Practically, extra attention should be paid to the process quality when serving face concerned customers, particularly when they are accompanied by important others.

This study enriches the literature on cultural effects by identifying the situational effect of face concern on customers’ service failure responses. A model that describes the situational effect of face concern on different types of behavioral intention has been built.

This study aims to both identify content-based and interaction-based online consumer complaint types and predict complaint types according to the complaint magnitude rooted in complainants' personality traits, emotion, Twitter usage activity, as well as complaint's sentiment polarity, and interaction rate.

In total, 297,000 complaint tweets were collected from Twitter, featuring over 220,000 consumer profiles and over 24 million user tweets. The obtained data were analyzed via two-step machine learning approach.

This study proposes a set of content and profile features that can be employed for determining complaint types and reveals the relationship between content features, profile features and online complaint type.

This study proposes a novel model for identifying types of online complaints, offering a set of content and profile features that can be used for predicting complaint type, and therefore introduces a flexible approach for enhancing online complaint management.

The purpose of this chapter is to report some initial findings based on the WTO Dispute Settlement Data Set (Ver. 2.0) that the authors have compiled for the World Bank. The data set contains approximately 28 000 observations on the workings of the Dispute Settlement system. It covers all 351 WTO disputes initiated through the official filing of a Request for Consultations from January 1, 1995, until October 25, 2006; and for these disputes it includes events occurring until December 31, 2006. Each dispute is followed through its legal life via the panel stage, the Appellate Body stage, to the implementation stage.

The descriptive statistics in the chapter points to three observations. The first and obvious observation is the almost complete absence of least developed countries. Second, less poor and developing countries are much more active and successful than the authors would have expected. Third, the EU and the United States dominate less than expected, being much more often the subject of complaints, than a complaining party, and they have a very low share of all panelists.