In recent years, Americans have seen a plethora of litigation surrounding disputes parents have with school districts involving a wide range of special education issues. The ability to challenge the decisions made by school personnel regarding identification, evaluation, placement, and the provision of free appropriate public education is a cornerstone of the Individuals with Disabilities Act (Opuda, 1997). IDEA requires that states guarantee parents the right to bring complaints to the State Education Agency regarding any of these matters (34 C.F.R. 300.507). The federal government and state legislatures have toiled to develop strategies to work through these challenges by utilizing alternative dispute resolution procedures. Under IDEA, parents are afforded the opportunity to participate in meetings concerning their child or request mediation. If they feel the child has not been provided a free appropriate public education, they can challenge the local education agency, or state education agency. Consistent with federal regulations, all states must have a system to monitor and enforce special education compliance issues. If parents believe there is sufficient proof that their child has not been served in accordance with state and federal guidelines, they may file complaint resolution procedures with their state education agency (20 U.S.C. §1400, et. seq.). This study used a quantitative approach to examine the number of cases where parents filed complaint resolution procedures with the Virginia Department of Education regarding special education compliance issues as well as analyze the frequencies of the complaint resolution procedures over a four year period. The examination of these cases focused on whether or not the effects of the division size, locale (rural, suburban, or city), geographical region, socioeconomic status of the family, and the category of the issue influenced the outcome of the complaint. / Ph. D.

Toda transação entre consumidor e empresa é suscetível a falhas. Uma das ações que o consumidor pode realizar para comunicar a sua insatisfação é o registro da reclamação junto à empresa. Os grupos de referência têm grande importância no processo de decisão do consumidor, e, dada esta importância, o propósito da presente investigação é o de identificar e analisar a influência destes grupos de referência no comportamento de reclamação do consumidor à empresa. Foi feita uma pesquisa qualitativa que utiliza como técnica entrevistas em profundidade. Foram entrevistados 17 consumidores com recente histórico de reclamação à empresa, cujos processos foram encerrados em até três meses. O método de análise empregado foi o da análise qualitativa de conteúdo, e os dados foram manipulados com auxílio do software QSR NVIVO 8. As análises foram feitas à luz das teorias sobre reclamação de clientes e sobre os grupos de referências. Os resultados encontrados ao longo do trabalho aqui apresentado indicam um papel relevante dos grupos de referência para as escolhas do consumidor sobre como proceder frente à reclamação à empresa. Foram constatadas as influências informacional e normativa, sendo esta última observada em três situações distintas: quando há pressão por conformidade; quando o consumidor deseja seguir as regras do grupo; e quando almeja obter reconhecimento pelos seus atos. Além disto, os relatos demonstram que houve interferência dos grupos antes, durante e ao finalizar a reclamação. Também são apresentadas considerações sobre o processo de reclamação e algumas de suas implicações gerenciais. / Every transaction between consumer and company is susceptible to failures. One of the actions that consumers can take to communicate their dissatisfaction is to record their complaints to the company. Considering the great importance that reference groups have in the consumer decision, the purpose of this research is to identify and analyze the influence of these reference groups in the behavior of consumer complaint to the company. A qualitative research was done, using in-depth interviews as method. Seventeen consumers with recent history of complaints to the companies were interviewed, whose processes were closed within three months. The analysis method used was the content qualitative analysis, and data were manipulated with QSR NVIVO 8 software. Analyses were made based on the theories of customer complaints and reference groups. The results verified in this study indicate a relevant role of reference groups for consumer choices about how to proceed the complaint to the company. It was verified the informational and normative influences, the latter being observed in three different situations: when there is pressure for conformity, when consumers want to follow the rules of the group, and when he/she desire to obtain recognition for his/her acts. Besides this, the reports revealed that there was interference of the groups before, during and at the end of the complaint. The study also presents considerations about the complaint process and some of its managerial implications.

published_or_final_version / Sociology / Master / Master of Social Sciences

Toda transação entre consumidor e empresa é suscetível a falhas. Uma das ações que o consumidor pode realizar para comunicar a sua insatisfação é o registro da reclamação junto à empresa. Os grupos de referência têm grande importância no processo de decisão do consumidor, e, dada esta importância, o propósito da presente investigação é o de identificar e analisar a influência destes grupos de referência no comportamento de reclamação do consumidor à empresa. Foi feita uma pesquisa qualitativa que utiliza como técnica entrevistas em profundidade. Foram entrevistados 17 consumidores com recente histórico de reclamação à empresa, cujos processos foram encerrados em até três meses. O método de análise empregado foi o da análise qualitativa de conteúdo, e os dados foram manipulados com auxílio do software QSR NVIVO 8. As análises foram feitas à luz das teorias sobre reclamação de clientes e sobre os grupos de referências. Os resultados encontrados ao longo do trabalho aqui apresentado indicam um papel relevante dos grupos de referência para as escolhas do consumidor sobre como proceder frente à reclamação à empresa. Foram constatadas as influências informacional e normativa, sendo esta última observada em três situações distintas: quando há pressão por conformidade; quando o consumidor deseja seguir as regras do grupo; e quando almeja obter reconhecimento pelos seus atos. Além disto, os relatos demonstram que houve interferência dos grupos antes, durante e ao finalizar a reclamação. Também são apresentadas considerações sobre o processo de reclamação e algumas de suas implicações gerenciais. / Every transaction between consumer and company is susceptible to failures. One of the actions that consumers can take to communicate their dissatisfaction is to record their complaints to the company. Considering the great importance that reference groups have in the consumer decision, the purpose of this research is to identify and analyze the influence of these reference groups in the behavior of consumer complaint to the company. A qualitative research was done, using in-depth interviews as method. Seventeen consumers with recent history of complaints to the companies were interviewed, whose processes were closed within three months. The analysis method used was the content qualitative analysis, and data were manipulated with QSR NVIVO 8 software. Analyses were made based on the theories of customer complaints and reference groups. The results verified in this study indicate a relevant role of reference groups for consumer choices about how to proceed the complaint to the company. It was verified the informational and normative influences, the latter being observed in three different situations: when there is pressure for conformity, when consumers want to follow the rules of the group, and when he/she desire to obtain recognition for his/her acts. Besides this, the reports revealed that there was interference of the groups before, during and at the end of the complaint. The study also presents considerations about the complaint process and some of its managerial implications.

Toda transação entre consumidor e empresa é suscetível a falhas. Uma das ações que o consumidor pode realizar para comunicar a sua insatisfação é o registro da reclamação junto à empresa. Os grupos de referência têm grande importância no processo de decisão do consumidor, e, dada esta importância, o propósito da presente investigação é o de identificar e analisar a influência destes grupos de referência no comportamento de reclamação do consumidor à empresa. Foi feita uma pesquisa qualitativa que utiliza como técnica entrevistas em profundidade. Foram entrevistados 17 consumidores com recente histórico de reclamação à empresa, cujos processos foram encerrados em até três meses. O método de análise empregado foi o da análise qualitativa de conteúdo, e os dados foram manipulados com auxílio do software QSR NVIVO 8. As análises foram feitas à luz das teorias sobre reclamação de clientes e sobre os grupos de referências. Os resultados encontrados ao longo do trabalho aqui apresentado indicam um papel relevante dos grupos de referência para as escolhas do consumidor sobre como proceder frente à reclamação à empresa. Foram constatadas as influências informacional e normativa, sendo esta última observada em três situações distintas: quando há pressão por conformidade; quando o consumidor deseja seguir as regras do grupo; e quando almeja obter reconhecimento pelos seus atos. Além disto, os relatos demonstram que houve interferência dos grupos antes, durante e ao finalizar a reclamação. Também são apresentadas considerações sobre o processo de reclamação e algumas de suas implicações gerenciais. / Every transaction between consumer and company is susceptible to failures. One of the actions that consumers can take to communicate their dissatisfaction is to record their complaints to the company. Considering the great importance that reference groups have in the consumer decision, the purpose of this research is to identify and analyze the influence of these reference groups in the behavior of consumer complaint to the company. A qualitative research was done, using in-depth interviews as method. Seventeen consumers with recent history of complaints to the companies were interviewed, whose processes were closed within three months. The analysis method used was the content qualitative analysis, and data were manipulated with QSR NVIVO 8 software. Analyses were made based on the theories of customer complaints and reference groups. The results verified in this study indicate a relevant role of reference groups for consumer choices about how to proceed the complaint to the company. It was verified the informational and normative influences, the latter being observed in three different situations: when there is pressure for conformity, when consumers want to follow the rules of the group, and when he/she desire to obtain recognition for his/her acts. Besides this, the reports revealed that there was interference of the groups before, during and at the end of the complaint. The study also presents considerations about the complaint process and some of its managerial implications.

Manufacturers are transforming their business model from being a product dominant to a customer centric organization, in order to maintain competitive advantage, as well as deliver customer satisfaction thereby to build a long-term relationship with them. The management of complaint handling is regarded as a crucial contributor to its business performance. To identify key factors that influence the efficiency of complaint handling in manufacturing industry, it is important to start with an investigation of a company's internal complaint handling management. A multiple case study has been carried out in the form of semi-structured, face-to-face interviews with managers from six different manufacturing companies. The studyreveals that four factors in complaint handling are to be paid attention to, which include complaint handling process, qualified complaint handler, complaint handling system and complaint handling policy. By comparing the companies' viewpoints as well as theoretical perspective on these factors, some differences and similarities are revealed. Finally, the study found that the complaint handler who possesses the adequate technical knowledge of the product and interpersonal skills is the most essential factor that affects complaint-handling efficiency. In the meanwhile, complaint-handling system is increasingly important in assisting companies with customer complaints.

No description available.

Title: The Impact of Complaint Management on Customer Retention Level: Final assignment for Master Degree in Business Administration Authors: Hummam Wasfi, Olena Kostenko Supervisor: Ehsanul Huda ChowdhuryFiD Date: 2014 – June Aim: The purpose of this study is to examine or inspect the aftermath of effective complaint management structure in relevance to customer’s retention in banking industry. Design/methodology/approach: The framework is structured on the bases of determining the strength of the relationships between the following variables complaint management, customer’s satisfaction and loyalty. Whereas, quantitative data were gathered via questionnaire, and further analyzed using SPSS, particularly, employing the relationship measurement tools Correlation and Linear regression analysis to calculate the extent to which each variable affects the other. Findings: The aftermath of analysis led to fundamentally privileged outcome, whereas, subsequent to computing the extent to which complaint management influences customer retention, we were able to extract three formulas to determine the linear relationships between the variables that stimulate this calculation process. Suggestions for future research: To enhance the representation of sample, future studies should target more cities with variant circumstances, and apply this type of analysis to other industries Originality: This study contributes idiosyncratic evidence to companies on the systematic influence of complaint management on customer’s retention, furthermore, repercussions of these findings has led to analysis distinguishing the distinctive response of customers to complaint management in Sweden and Lebanon. Keywords: Complaint Management, Satisfaction, Loyalty, Retention, Banks, Sweden, Lebanon Originality: This study contributes idiosyncratic evidence to companies on the systematic influence of complaint management on customer’s retention, furthermore, repercussions of these findings has led to analysis distinguishing the distinctive response of customers to complaint management in Sweden and Lebanon.

Este estudo tem como eixo a relação entre a prática artística e política do ator. A partir da pesquisa com o bufão pretende-se analisar a eficácia de seu jogo na realização de ações políticas, em lugares cênicos e/ou públicos. Esta pesquisa, que se refere ao campo da bufonaria, circunscreve a investigação na esfera do grotesco cômico popular. Sendo assim, centrado no caráter de denúncia e protesto do bufão, examina-se os jogos de paródia e blasfêmia que endereçam suas críticas e ações sempre em favor da liberdade. Parte-se da referência dos bufões e bobos da Idade Média para entendermos as raízes populares do jogo do bufão, analisando como os bobos do rei desempenhavam seu papel nesse período. Para pensarmos na evolução do trabalho com esta figura emblemática no teatro, vamos ao encontro de Bertolt Brecht, que percebe na figura bufonesca de Karl Valentin elementos para o ator de seu teatro político. E na atualidade, comparando a gestualidade crítica do bufão com a de artivistas, por exemplo, examina-se os trabalhos de Reverend Billy, Guillermo Gómez-Peña e Leo Bassi que se utilizam do grotesco, da ironia e da bufonaria para denunciar as injustiças contra o homem na sociedade capitalista. Por fim, trazemos uma abordagem pedagógica sobre o trabalho do bufão para atores que desejam exercitar a denúncia de atitudes que consideram equivocadas na sociedade utilizando como ferramenta o humor e o prazer da blasfêmia da bufonaria. / This study has as its axis the relationship between artistic practice and politics the actor. From the research I seek to analyze the buffoon with the effectiveness of his play in carrying out political actions in public places or scenic. This research, which belongs to the field of buffoonery, limited research in this sphere of popular comic grotesque. Thus, focusing on the character of complaint and protest buffoon, I examine the play of parody and blasphemy that address their criticisms and actions always in favor of freedom. It starts with the reference of buffoons and jesters of the Middle Ages to understand the grass roots of the game buffoon, analyzing how the fools King played its role in this period. To consider the evolution of working with this iconic figure in the theater, we meet Bertolt Brecht, who perceives the buffoon figure Karl Valentin elements for the actor in the political theater. And presente, comparing the critical gesture of buffoon with the man who graphite, for example, examine the works of artivists as Reverend Billy, Guillermo Gómez-Peña and Leo Bassi who use the grotesque, irony and buffoonery to denounce the injustices against the man in capitalist society. Finally, we present a pedagogical approach on the work of buffoon for actors who wish to exercise social critique as a tool using humor and pleasure of buffoonery.

Este estudo tem como eixo a relação entre a prática artística e política do ator. A partir da pesquisa com o bufão pretende-se analisar a eficácia de seu jogo na realização de ações políticas, em lugares cênicos e/ou públicos. Esta pesquisa, que se refere ao campo da bufonaria, circunscreve a investigação na esfera do grotesco cômico popular. Sendo assim, centrado no caráter de denúncia e protesto do bufão, examina-se os jogos de paródia e blasfêmia que endereçam suas críticas e ações sempre em favor da liberdade. Parte-se da referência dos bufões e bobos da Idade Média para entendermos as raízes populares do jogo do bufão, analisando como os bobos do rei desempenhavam seu papel nesse período. Para pensarmos na evolução do trabalho com esta figura emblemática no teatro, vamos ao encontro de Bertolt Brecht, que percebe na figura bufonesca de Karl Valentin elementos para o ator de seu teatro político. E na atualidade, comparando a gestualidade crítica do bufão com a de artivistas, por exemplo, examina-se os trabalhos de Reverend Billy, Guillermo Gómez-Peña e Leo Bassi que se utilizam do grotesco, da ironia e da bufonaria para denunciar as injustiças contra o homem na sociedade capitalista. Por fim, trazemos uma abordagem pedagógica sobre o trabalho do bufão para atores que desejam exercitar a denúncia de atitudes que consideram equivocadas na sociedade utilizando como ferramenta o humor e o prazer da blasfêmia da bufonaria. / This study has as its axis the relationship between artistic practice and politics the actor. From the research I seek to analyze the buffoon with the effectiveness of his play in carrying out political actions in public places or scenic. This research, which belongs to the field of buffoonery, limited research in this sphere of popular comic grotesque. Thus, focusing on the character of complaint and protest buffoon, I examine the play of parody and blasphemy that address their criticisms and actions always in favor of freedom. It starts with the reference of buffoons and jesters of the Middle Ages to understand the grass roots of the game buffoon, analyzing how the fools King played its role in this period. To consider the evolution of working with this iconic figure in the theater, we meet Bertolt Brecht, who perceives the buffoon figure Karl Valentin elements for the actor in the political theater. And presente, comparing the critical gesture of buffoon with the man who graphite, for example, examine the works of artivists as Reverend Billy, Guillermo Gómez-Peña and Leo Bassi who use the grotesque, irony and buffoonery to denounce the injustices against the man in capitalist society. Finally, we present a pedagogical approach on the work of buffoon for actors who wish to exercise social critique as a tool using humor and pleasure of buffoonery.