The thesis focuses on customer satisfaction. The objective of the theoretical part is description of basic terminology and key areas related to customer satisfaction. The term customer is defined in detail including his importance for the company, and especially importance of customer satisfaction . The thesis describes methods used for measuring customer satisfaction, analysis of the satisfaction and also analysis of lost customers. There is short description of the company where the customer satisfaction was measured. The research was designed as mixed. The quantitative research is based on satisfaction survey with 179 respondents. This research is then followed by qualitative analysis based on comments caprured in service Heureka. There are recommendations provided based on the results of the research in order to improvement of the customer satisfaction. The recommendations include change od services and also change of the customer satisfaction survey.

The aim of this diploma work is to analyse and evaluate claims in Renault Česká republika, Inc. by using the recommendations of quality management and by means of Pareto analysis as a quality control tool, and also to propose measures for reduction of causes of their emergence. In this work I review claims in Renault Česká republika, Inc. submitted in the years 2006, 2007 and first half of 2008. As a result and consequence of the analysis I propose solutions, which could help in making an effort to increase the satisfaction of both regular and prospective customers.

La difficulté de la plainte mnésique est son aspect subjectif et son évaluation. Le concept de Subjective Cognitive Impairment (SCI) est une réalité épidémiologique. Nous rapportons ici notre expérience, au sein du service de neurologie Comportementale des Hôpitaux sud de MARSEILLE d'une cohorte de sujets consultants sur une période de plus de 6 ans, sur le plan neurologique, neuropsychologique et de la neuroimagerie. Le SCI représente un état anatomo-clinique défini, qu'on peut séparer à la fois des Contrôles Normaux (CN) et des Mild Cognitive Impairment-Amnésiques (MCI-A), sur le plan neuropsychologique, anatomique en IRM. Un suivi, sur une relativement courte période, permet de noter le passage de SCI en MCI-A, voir beaucoup plus rarement de SCI en Maladie d'Alzheimer-Légère (MA-L). Ces sujets évolutifs peuvent être repérés dès le premier bilan, par un test de mémoire épisodique verbale, comme le RAVLT RD. Ce test permet de prédire l'évolutivité des SCI et de caractériser les sujets susceptibles d'évoluer vers un MCI-A à 1 an. Pour améliorer l'étude de la plainte cognitive, il est important d'avoir un outil adapté. Le Memory Functioning Questionnaire (MFQ) est incomparablement plus efficace et plus précis que le Subjective Cognitive Deficit (SCD), dans l'approche diagnostique CN / SCI. L'atteinte directe de l'aire 10, qui sous-tendrait la métamémoire, à ce stade n'est pas prouvée mais pourrait être dû à une dysconnexion par atteinte de la substance blanche du faisceau cingulaire, dans sa partie antérieure. A ce stade, les sujets vont donc se plaindre du fonctionnement de leur mémoire, à cause des mauvaises informations reçues et traitées par l'aire 10. / The difficulty of the memory complaint is its subjective expression and its evaluation. The concept of Subjective Cognitive Impairment (SCI) is an epidemiological reality. We report our experience in the neurology department of Behavioral Hôpitaux Sud in Marseille a cohort of subjects over a period of more than 6 years, neurologically, neuropsychological and neuroimaging. SCI is a clinicopathological state defined wich can be separated from both Normal Controls (NC) and amnestic Mild Cognitive Impairment (A-MCI). MRI does not distinguish between CN and SCI. The SCI are different from the MCI-A, in terms of cognitive-behavioral and neuropsychological tests. Anatomically, MRI, differ A-MCI from SCI, by lesions of cerebral diffuse atrophy of hippocampal atrophy, anterior cingulated and atrophy, indicating a more intense underlying neurobiological processes. We can observe on a relatively short period, allows you to note the passing of SCI in A-MCI, or more rarely in Alzheimer‟s Disease (AD). These evolutionary topics can be identified as the first assessment, a test of verbal episodic memory, as RAVLT DR. This test predicts the scalability of SCI and characterizes subjects likely to progress to A-MCI to 1 year. To improve the study of cognitive complaint, it is important to have a suitable tool. The Memory Functioning Questionnaire (MFQ) is incomparably more efficient and accurate than the Subjective Cognitive Deficit (SCD) in the diagnostic CN / SCI approach. The direct interference of area 10, wich underlies metamemory, at this point is not proven but could be due to a disconnection by reaching the white matter of the cingulated bundle in its anterior region.

This master’s thesis deals with system of quality management and its applications in Tyco Electronics EC Trutnov, s. r. o. company. The practical part is focused in management of complaint and implementation of costs of quality monitoring.

Consumer complaint behaviour research in transitional and emerging countries, including South Africa, is still in its infancy stage. The vast changes to the South African consumer landscape along with the socio-political changes and the multicultural population's ongoing cultural changes necessitate the monitoring of changes in personal values. However, very little research has been done in South Africa regarding consumers' personal values. The effect of personal values on complaint behaviour in a South African context has also not yet been explored. As an extension of the social adaptation theory, several researchers have proposed a value-attitude-behaviour (VAB) hierarchy model (Homer & Kahle, 1988; Cai & Shannon, 2012) in order to explain the relationship between values and behaviour. The model proposes that causality flows from abstract values, through mid-range attitudes, to specific behaviours (Homer & Kahle, 1988; Hayley, Zinkiewicz & Hardiman, 2014); that is, values influence behaviour indirectly through attitudes. While the VAB model has been confirmed in a variety of consumer behaviour contexts, it has not yet been explored in a South African complaint behaviour context. This study therefore used social adaptation theory and the VAB model as theoretical framework to determine the effect of consumers' personal values and attitudes towards appliance retailers' complaint handling on their consumer complaint behaviour in the South African context. In addition, the relationships between demographic variables and personal values and also between demographic variables and consumer complaint behaviour were explored. A survey was administered to consumers who were dissatisfied with the performance of a major household appliance within a four-year memory recall period. Data was collected via a self-administered questionnaire measuring personal values with Kahle's (1983) List of Values (LOV) and attitudes toward appliance retailers' complaint handling, using an adapted version of Keng, Richmond and Han's (1995) "Attitudes toward businesses" scale. Convenience sampling and snowball sampling were employed in Tshwane, a major metropolitan area of South Africa, which generated 361 usable questionnaires. Exploratory factor analysis revealed three value dimensions, namely (1) Harmony and Respect, (2) Hedonism and (3) Achievement. Results of the Pearson correlation analysis showed that higher valuing of any one of the three value dimensions lead to more negative attitudes towards appliance retailers' complaint handling. Furthermore, multinomial logistic regression analysis revealed that more negative attitudes towards appliance retailers' complaint handling lead to a decreased likelihood of engaging in public complaint behaviour. Moreover, ANOVA revealed relationships between specific personal value dimensions and gender, age and population group. The study has implications for marketers, policy makers, appliance retailers and consumer protection organisations. / Navorsing oor verbruikers se klagte-gedrag in opkomende lande, insluitend Suid-Afrika, is nie baie ver gevorder nie. Die omvattende veranderende Suid-Afrikaanse verbruikerslandskap, tesame met die volgehoue sosio-politieke veranderinge en die kulturele veranderinge in die multikulturele polulasie, noodsaak die monitering van veranderinge in verbruikers se waardes. Daar bestaan egter baie min navorsing in Suid-Afrika oor verbruikers se persoonlike waardes. Voorts is die effek van persoonlike waardes op klagte-gedrag nog nie in die Suid-Afrikaanse konteks ondersoek nie. Verskeie navorsers stel voor dat die waarde-houding-gedrag-hiërargiemodel, wat uit sosiale aanpassingsteorie spruit, gebruik moet word om die verhouding tussen waardes en gedrag te verstaan. Die model stel dat oorsaaklikheid vanaf abstrakte waardes, deur houdings, na spesifieke gedrag vloei (Homer & Kahle, 1988; Hayley et al., 2014). Dit wil sê, waardes beïnvloed gedrag indirek deur houdings. Terwyl die waarde-houding-gedrag-model in 'n verskeidenheid klagte-gedrag-kontekste bevestig is, is dit nog nie in 'n Suid-Afrikaanse klagte-gedrag-konteks ondersoek nie. Gevolglik is die sosiale aanpassingsteorie en die waarde-houding-gedrag-model as teoretiese raamwerk in hierdie studie toegepas om die effek van verbruikers se persoonlike waardes en houdings teenoor kleinhandelaars se klagte-hantering op hulle klagte-gedrag in die Suid-Afrikaanse konteks te bepaal. Die verwantskappe tussen verbruikers se demografiese veranderlikes en hulle persoonlike waardes, en tussen demografiese veranderlikes en klagte-gedrag is ook verken. 'n Opname is onder verbruikers wat ontevrede was met die werksverrigting van hulle groot huishoudelike toerusting oor 'n vier-jaar-herroepingstydperk gedoen. Data is deur 'n selfgeadministreerde vraelys ingesamel waarin persoonlike waardes met Kahle (1983) se List of Values (LOV) en houdings teenoor kleinhandelaars se klagte-hantering met 'n aangepaste weergawe van Keng et al. (1995) se "Houdings teenoor besighede"-skaal gemeet is. Geriefsteekproefneming en sneeubalsteekproefneming, wat 361 bruikbare vraelyste opgelewer het, is in Tswane, 'n groot metropolitaanse gebied in Suid-Afrika, onderneem. Verkennende faktoranalise het drie waardedimensies, naamlik (1) Harmonie en Respek, (2) Hedonisme en (3) Prestasie, opgelewer. Die Pearsonkorrelasie-analise se resultate toon dat 'n toename in belangrikheid in enige van die drie waardedimensies tot 'n meer negatiewe houding teenoor kleinhandelaars se klagte-hantering lei. Voorts dui die resultate van die multinomiese logistiese regressie-analise daarop dat 'n toename in verbruikers se negatiewe houding teenoor kleinhandelaars se klagte-hantering tot 'n afname lei in hul geneigdheid tot publieke klagte-gedrag. Die resultate van die ANOVA-analise toon verder dat daar verwantskappe tussen spesifieke persoonlike waardes en geslag, ouderdom en populasiegroep bestaan. Die studie het implikasies vir bemarkers, beleidmakers, kleinhandelaars en verbruikersbeskerming-organisasies. / Dissertation (MConsumer Science)--University of Pretoria, 2016. / Consumer Science / MConsumer Science / Unrestricted

The diploma thesis is focused on handling complaints in organizations providing social services. The process of handling complaints is conceived in the work as a process which, if properly set up and coordinated within the organization, can be useful in improving the services provided. The thesis summarizes professional theoretical knowledge in the field of complaint handling, describes the Czech legislative anchoring of work with complaints and offers an overview of possible processes procedures, rules and practices that can be used in practice. The practical part of the work is focused primarily on handling complaints in the field of providing interpretation of Czech sign language. Part of the diploma thesis is qualitative research, in which the process of handling complaints in the selected organization is diagnosed in detail. The results of the research include suggestions for possible procedures and recommendations that can help the organization streamline the complaint handling proces and can also be an inspiration for organizations that are open to a critical approach to their own complaint handling and possible implementation of changes.

Researchers in consumer complaint behaviour agree that consumers’ complaint intentions are influenced by online service failures. These online service failures include delivery problems, payment security problems, web-page navigational problems, product information problems, and customer service problems. Online service failures cause customer dissatisfaction that could trigger consumer complaint behaviour. Most consumer complaint behaviour researchers concur that the purchasing environment primarily influences consumers’ complaint behavioural intentions. Relevant literature on Millennial consumers and theory on service failures and consumer complaint behaviour was integrated to provide this study's theoretical grounding. This study aimed to determine the Millennial consumers' complaint behavioural intentions following a service failure in the online clothing retail context. This study also determined differences in Emerging, Young and Older Millennials complaint behavioural intentions. A survey research design was implemented, using a structured, self-administered online questionnaire to measure Millennial consumers’ (n = 193) complaint behavioural intentions following a service failure in the online clothing retail context. The self-administered questionnaire made use of existing scales and self-developed questions. Millennial consumers indicated that delivery problems would cause them the most dissatisfaction, followed by payment security problems, customer service problems, product information problems, and webpage navigational problems. The exploratory factor analysis revealed four complaint intention factors. The four factors were labelled as electronic communication, switching behaviour, complaints to the retailer, and negative word-of-mouth. Negative word-of-mouth as private complaint action was the most relatively pertinent complaint intention, followed by switching intention and complaining to the retailer. Electronic WOM was the least pertinent complaint intention. More specifically, an ANOVA test was performed to determine the differences in emerging, young and older Millennials’ complaint behavioural intentions following a service failure in the online clothing retail context. The descriptive results indicated that the majority of the Millennial cohort would instead take action than no action. ANOVA’s were performed to determine the differences across Emerging, Young and Older Millennials’ complaint intentions following a service failure in the online clothing retail context. The ANOVA’s indicated that the three complaint intentions of electronic communication, switching, and complaining to retailers did not vary across the Millennials cohorts. This implies that the respective Millennial groups equally intended to take these individual complaint actions. Also, only word-of-mouth intention differed significantly across the Millennial groups. Older Millennials were less likely to contact family and/or friends in person or by text messaging on WhatsApp than Emerging and Young Millennials. The study makes a valuable contribution towards the consumer complaint behaviour literature and for consideration by online retailers, multi or omni-channel retailers, and marketers of clothing products. / Dissertation (MConsumer Science)--University of Pretoria, 2021. / Consumer Science / MConsumer Science (Clothing Management) / Unrestricted

Frågeställning: Vilken påverkan har attityd, subjektiv norm och eWoM på konsumentens klagomålsintention? Syfte: Syftet med denna studie är att studera klagomålsintention ur ett konsumentperspektiv. Studien ämnar undersöka vilken påverkan attityd, subjektiv norm och eWoM har på konsumenten klagomålsintention. Undersökningen utgår från en kvantitativ forskningsstrategi av deduktivt anslag.  Metod: Denna studie baseras på en kvantitativ forskningsmetod där primärdata har samlats in via en digital enkätundersökning med frågor utformade från tidigare forskning. Kvantitativa primärdata samlades in med ett resultat av 314 respondenter där 17 respondenter blev bortfall, vilket gav 297 medverkande respondenter. En teorimodell skapade tillsammans med tillhörande hypoteser. Resultatet av studien undersöktes via en korrelations- och multivariat regressionsanalys i IBM SPSS-Statistics. Slutsats: Resultatet visade att attityd-tidigare erfarenhet, attityd-inställning att klaga samt subjektiv norm har en påverkan på klagomålsintentionen. Attityd-inställning till att klaga och subjektiv norm hade störst  påverkan med en mycket säker signifikans på klagomålsintentionen. Studiens resultat visade därmed att attityd-inställning till att klaga hade en större påverkan på klagomålsintentionen än attityd-tidigare erfarenhet. EWoM visade ingen direkt påverkan klagomålsintenitonen. Däremot kan vi konstatera att eWoM visade sig ha en relation till de oberoende variablerna attityd-inställning att klaga samt subjektiv norm. Vilket indikerar att det krävs fortsatt forskning inom detta ämne. / Research questions: Which effect do attitude, subjective norm, and eWoM have on the consumer's complaint intention?          Purpose: The purpose of this study is to examine complaint intention from a consumer perspective. The study examines the impact of attitude, subjective norm, and eWoM on the consumer's complaint intention. The study is based on a quantitative research strategy of    deductive funding.               Method: This study is based on a quantitative research strategy where primary data has been collected via a digital survey with questions designed from previous research. Quantitative primary data were collected with a result of 314 respondents where 17 respondents were excluded, which gave 297 participating respondents. A theoretical model was created together with associated hypotheses. The results of the study were examined via a correlation and multivariate regression analysis in IBM SPSS-Statistics.    Conclusion: The results showed that attitude previous experience, attitude to complaining, and subjective norm have an influence on the intention to complain. Attitude to complaining and subjective norm had the greatest impact with a very certain significance on the intention to complain. The results of the study thus showed that attitude to complaining had a greater impact on the intention to complain than attitude to previous experience. EWoM showed no direct impact on the complaint intention. However, we can state that eWoM was found to have a relationship to the independent variables' attitude to complain as well as subjective norm. This indicates that further research is required in this subject.

More than a century before Grotius wrote his famous work on international law, his countryman Desiderius Erasmus of Rotterdam laid the foundations for the modern critique of war. In several writings, especially those published in the period 1515- 1517, the "prince of humanists" brilliantly and devastatingly condemned war not only on Christian but also on secular/rational grounds. His graphic depiction of the miseries of war, together with his impassionate plea for its avoidance, remains unparalleled. Erasmus argued as a moralist and educator rather than as a political theorist or statesman. If any single individual in the modern world can be credited with "the invention of peace", the honour belongs to Erasmus rather than Kant whose essay on perpetual peace was published nearly three centuries later. / Published erratum on last page.

A presente dissertação objetiva contribuir para a compreensão do instituto da reclamação de não violação, previsto no art. XXIII:1(b) do Acordo General de Tarifas e Comércio (GATT) e art. 26:1 do Entendimento sobre Solução de Controvérsias (ESC) da Organização Mundial do Comércio (OMC). Parte-se da premissa de que a reclamação de não violação deve ser abordada à luz da sua contraparte, a reclamação de violação (art. XXIII:1(a) do GATT). O estudo é levado a cabo recorrendo-se a conceitos desenvolvidos em direito internacional geral. A reclamação de violação conduz a responsabilidade por atos internacionalmente ilícitos, enquanto a reclamação de não violação conduz a responsabilidade por atos não proibidos pelo direito internacional (do comércio). O contraste entre as duas reclamações manifesta-se, ademais, no que tange ao regramento respectivo, especialmente no que diz com os remédios jurídicos disponíveis. A investigação é completada pela análise da jurisprudência do GATT/OMC que cuidou da reclamação de não violação, essencial face à amplitude da terminologia do art. XXIII:1(b). Assim, examina-se a interpretação conferida ao art. XXIII:1, caput - benefício, princípio da expectativa legítima (implícito), anulação ou prejuízo e nexo de causalidade -; art. XXIII:1(b) - medida -; por fim, art. XXIII:2, que versa sobre remédios jurídicos. / The present dissertation seeks to contribute to the understanding of the non-violation complaint, regulated in GATT art. XXIII:1(b) and WTO's DSU art. 26:1. It departs from the premise that the non-violation complaint must be approached in light of its counterpart, the violation complaint (GATT art. XXIII:1(a)). The study is carried on with resort to concepts developed in general international law. The violation complaint leads to responsibility for internationally wrongful acts, whilst the non-violation complaint leads to liability for acts not prohibited by international (trade) law. The contrast between the two complaints is manifested, in addition, with regard to their respective disciplines, particularly the remedies available. The investigation is completed by the analysis of the GATT/WTO case-law which dealt with the non-violation complaint, essential in view of the breadth of the terminology contained in art. XXIII:1(b). In this sense, it is examined the interpretation of art. XXIII:1, caput - benefit, the principle of legitimate expectations (implicit), nullification or impairment, nexus of causality -; art. XXIII:1(b) - measure -; lastly, art. XXIII:2, which concerns itself of remedies.