Assessment of Consumer Complaint Investigation Scores, Recertification Survey Scores, and Overall Nursing Home Health Inspection Star Quality Rating.
Sign Up to like & getrecommendations! Published in 2023 at "JAMA network open"
DOI: 10.1001/jamanetworkopen.2022.53952
Abstract: Importance The Centers for Medicare & Medicaid Services' Five-Star Quality Rating System combines results from nursing home recertification surveys and complaint investigations into a single indicator for health inspections. This combination may mask complaint investigation… read more here.
Keywords: health; star; star ratings; recertification ... See more keywords
An Optimization Characterization of the upper optimal complaint value
Sign Up to like & getrecommendations! Published in 2020 at "Economics Letters"
DOI: 10.1016/j.econlet.2019.108864
Abstract: This article introduces the upper optimal complaint value for TU-games. The value is characterized by lexicographically minimizing a maximal complaint vector. Interestingly, this value coincides with EANSC value and (pre)-nucleolus for some classes of TU-games. read more here.
Keywords: complaint; upper optimal; value; optimization characterization ... See more keywords
An Analysis of User Complaints on Chat Reference during the COVID-19 Pandemic: Insights into User Priorities
Sign Up to like & getrecommendations! Published in 2024 at "Internet Reference Services Quarterly"
DOI: 10.1080/10875301.2024.2379816
Abstract: Abstract 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… read more here.
Keywords: chat reference; covid pandemic; user complaints; reference ... See more keywords
Do Recovery Efforts Have the Same Impact on Private and Public Complainants After Experiencing a Service Failure?
Sign Up to like & getrecommendations! Published in 2024 at "Public Integrity"
DOI: 10.1080/10999922.2024.2365242
Abstract: Abstract This study investigated service failures in a public organization, focusing on whether types of complaints (i.e., complaining publicly or privately), the exposure generated by complaints, and reperformance (i.e., expeditiously satisfying citizens’ needs after the… read more here.
Keywords: reperformance; executed reperformance; service; given vignettes ... See more keywords
Will They Even Hear Me? How Race Influences Citizen Complaint Outcomes
Sign Up to like & getrecommendations! Published in 2019 at "Public Performance & Management Review"
DOI: 10.1080/15309576.2019.1660188
Abstract: Abstract Scholarship has explored how representation influences policing services, but little is known as to what effect officer and citizen race influences outcomes related to police misconduct cases. This analysis of the Indianapolis and New… read more here.
Keywords: complaint; citizen complaint; race influences; race ... See more keywords
Complaints About Hospice Care in the United States, 2005-2015.
Sign Up to like & getrecommendations! Published in 2018 at "Journal of palliative medicine"
DOI: 10.1089/jpm.2018.0125
Abstract: BACKGROUND Complaints are an opportunity for patients and family members to report allegations of substandard care. No prior studies have examined complaints in hospice care and what might be learned from them. OBJECTIVES To describe… read more here.
Keywords: hospice care; complaint; hospice; complaints hospice ... See more keywords
Customer complaint journey mapping: a qualitative approach
Sign Up to like & getrecommendations! Published in 2020 at "British Food Journal"
DOI: 10.1108/bfj-11-2019-0849
Abstract: This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors.,Research participants… read more here.
Keywords: customer complaint; complaint journey; journey mapping; complaint ... See more keywords
Toward Multimodal Complaint Severity Detection From Social Media
Sign Up to like & getrecommendations! Published in 2024 at "IEEE Transactions on Computational Social Systems"
DOI: 10.1109/tcss.2024.3393729
Abstract: The prevalence of complaints submitted online and the sheer volume of information made available by social media platforms highlight the need for automated complaint analysis tools. In linguistic studies, complaints have been classified according to… read more here.
Keywords: detection; complaint severity; social media; severity ... See more keywords
Surgeons: cause for complaint
Sign Up to like & getrecommendations! Published in 2018 at "ANZ Journal of Surgery"
DOI: 10.1111/ans.14422
Abstract: As surgeons, we are vulnerable to patient complaint. Surgery is a high-risk profession. We operate on patients who expect a perfect outcome. We know and accept that perfection is not always possible. There are recognized… read more here.
Keywords: risk; complaint; college; communication ... See more keywords
WHAT PRE-PARTICIPATION HEALTH COMPLAINTS AND ATHLETE CHARACTERISTICS PREDICT INJURY AND ILLNESS AT MAJOR ATHLETICS CHAMPIONSHIPS? COHORT STUDY AT THE BEIJING 2015 IAAF WORLD CHAMPIONSHIPS
Sign Up to like & getrecommendations! Published in 2017 at "British Journal of Sports Medicine"
DOI: 10.1136/bjsports-2016-097372.284
Abstract: Background During the month before world championships in individual sports, about one-third of athletes are disturbed by injury complaints. Athletics athletes reporting a pre-championship gradual-onset injury complaint are known to be at increased risk to… read more here.
Keywords: participation; complaint; pre participation; injury illness ... See more keywords
Consumers Complain More Fiercely Through Small-Screen Devices: The Role of Spatial Crowding Perception
Sign Up to like & getrecommendations! Published in 2020 at "Journal of Service Research"
DOI: 10.1177/1094670520904408
Abstract: Previous research has mainly focused on the determinants of consumers’ complaint channel choices. Little attention has been paid to the behavioral consequences of different complaint channels, particularly different complaint devices. Drawing on spatial crowding perception… read more here.
Keywords: complaint; screen devices; small screen; spatial crowding ... See more keywords