This study drew upon the affective events and mood-congruent cognition theories to help explain how one domain influences the other. Affective events are things that happen to which people react emotionally and state affect is a result of those affective experiences. This study proposed that state affect generated in one domain would spillover and influence mood-congruent experiences in the receiving domain. Through an integration of organizational stressor-strain models (e.g., job-resources demand theory) and positive psychology, this study further proposed that positive events are resource-building and will work to prevent or buffer against strain responses to resource-depleting negative events. Finally, this study explored how individual differences in domain integration and work- and family-role salience moderate the foregoing relationships, particularly because studies investigating these effects have produced mixed results. To address these empirical questions, this study used the daily diary method to examine daily affective spillover effects from work-to-family and from family-to-work in a full-time working sample over the course of two weeks. This method was employed to help bolster confidence about the temporal precedence of work-family affective spillover and employee health and wellbeing outcomes. One-hundred and forty-four participants filled out diary questionnaires three times daily during the work week and one time daily during the weekend. Daily diaries assessed the participants’ exposure to a number of domain-specific affective events, state affect, physical symptoms, and sleep quality. Hierarchical linear modeling was used to test this study’s hypotheses. Overall, the results of this study support affective spillover as the linking pin between the two domains, which has health and wellbeing implications for employees. Specifically, tests of this study’s hypotheses indicated that exposure to affective events throughout the workday was related to state affect at the end of the workday, which then related to the number of valence-congruent affective events within the family domain. Exposure to those family-related affective events was related to corresponding changes in state affect, which not only persisted to the next morning but impacted employee health and wellbeing in terms of psychosomatic complaints. These findings are in line with both the affective events and mood-congruent theories. Only one significant moderating effect was observed. There was a positive relationship between negative affect at the end of the workday and the number of negative family affective events endorsed by participants who were lower on domain integration, but not among those who were higher on domain integration. The direction of this effect was surprising and may suggest that setting up strong boundaries between life domains creates unattainable expectations, which may increase negative outcomes for an employee. In sum, family-related affective experiences are an important variable to consider when investigating the effects of affective spillover on work-related experiences and health and wellbeing. The failure to do so may result in a considerable loss of information and contribute to mixed study results.

This thesis examined how receivers who vary in Interaction Involvement and Locus of Control (LOC) might differ in their interpretations of service complaints. Locus of control was measured using Rotter's (1966) LOC scale, while Interaction Involvement was measured with Cegala's (1984) Interaction Involvement measure, including a separate assessment of the effects for each sub-scale. Individuals were assigned to four groups based on their Interaction Involvement and LOC scores. The groups were compared with one-another for differences in how complaints were interpreted. Four complaint categories and a corresponding scale were developed to measure these differences. The categories were Subject, Goal, Opportunity, and Accountability. Interaction Involvement was expected to affect how receivers interpret the subject and goal of a complaint, while LOC was predicted to affect understanding of the opportunity and accountability aspects. Two research questions explored possible relationships between the complaint categories and the independent variables for individuals within each group. The study's four hypotheses were not supported, although some evidence was found for a significant relationship between receiver Interaction Involvement and perceived complainant Opportunity, for External LOC individuals only.

O objeto deste estudo é a justiça eclesiástica, analisada sob dois aspectos: as relações estabelecidas pelos juízes eclesiásticos com os fiéis e com os juízes seculares; e os mecanismos de coerção que pôs em prática. A metodologia comparativa baseou-se nas seguintes fontes: processos judiciais eclesiásticos; recursos de averiguação de delitos - as querelas, queixas e denúncias; norma jurídica - expressa nas constituições sinodais, Ordenações e tratados; correspondência de bispos e governadores do século XVIII. Tais fontes evidenciam as várias facetas da justiça colonial: a virtude primeira do Príncipe; e a prerrogativa episcopal. Ponto central na evangelização tridentina, a justiça eclesiástica preconizava maior presença no cotidiano dos fiéis, e uma busca dos pecadores públicos, mediante devassas, denúncias, queixas e querelas. Como corolário deste exercício, verificam-se entre as autoridades seculares e eclesiásticas relações de colaboração, concorrência e conflito. Isto desencadeou múltiplas reações entre as pessoas leigas e eclesiásticas, alvos daquela ação. / The object of this study is the ecclesiastical justice in the diocese of the Minas Gerais, analyzed in two ways: the competitive relations of the cooperation, elimination and conflict that established their judges delegates with the people and the authorities of the colony; the mechanisms of coercion that put into practice. A comparative methodology was based on the following sources: ecclesiastical court proceedings, resources investigation of crimes, such as suits, complaints and wanton; the rule of law, and correspondence of the bishops and governors of the eighteenth century. These sources show the various facets assumed by the justice to colonial times: the main prerrogative of the Prince; and also episcopal prerogative, according to the decreesTridentine. The bishop chased the public sinners; received suits and denunciations and established wanton. The ecclesiastical justice was essential element of evangelization Tridentine; however, between secular and ecclesiastical authorities, were relations of the competition, collaboration and conflict. This triggered multiple reactions among people, the target of his action.

O presente trabalho está baseado em analisar os Boletins de Ocorrência e os relatos das pessoas que apresentaram queixas na 2ª Delegacia de Polícia de Repressão aos Crimes Raciais e de Delitos de Intolerâncias (DECRADI). A DECRADI é especializada em crimes de ódio e intolerância, motivados pelo preconceito contra grupos específicos caracterizados por convicções ideológicas, religiosas, raciais, culturais, étnicas e esportivas, visando à exclusão social. Em um primeiro momento, o trabalho apresenta uma recuperação dos conceitos que contribuem para a compreensão das manifestações de racismo, preconceito e discriminação. Em um segundo momento, o trabalho apresenta o contexto no qual as leis antirracistas foram criadas, quais limitações as compõem e quais perspectivas resultam do processo de implementação de cada uma delas na esfera do Sistema de Justiça Criminal. Em um terceiro momento, a pesquisa analisa o relato de pessoas que compareceram à DECRADI para registrar uma queixa de crime racial. Assim, este trabalho busca apresentar um diagnóstico das nuances dos conflitos raciais que ocorrem em novos contextos sociais, marcados por instrumentos políticos, sócio-culturais e jurídicos de combate ao racismo, ao preconceito e à discriminação. / The present work is based on analyzing the complaints and the testimony of the people who presented complaints in the 2ª Delegacia de Polícia de Repressão aos Crimes Raciais e de Delitos de Intolerâncias (DECRADI/SP). DECRADI is specialized in hate crimes and intolerance, motivated by prejudice against specific groups characterized by ideological, religious, racial, cultural and ethnic convictions, aiming at social exclusion. At first, the work presents a recovery of the concepts that contribute to understand the manifestations of racism, prejudice and discrimination. Secondly, this work presents the context in which anti-racists laws were created, what limitations they make, and which perspectives result from the process of implementing each one in the sphere of the Criminal Justice System. In a third moment, the research analyzes the testimony of people who went to DECRADI to make a racial offense complaint. Thus, this paper seeks to present a diagnosis of the nuances of racial conflicts that occur in new social contexts, characterized by the use of political, socio-cultural and legal instruments to combat racism, prejudice and discrimination.

O presente trabalho está baseado em analisar os Boletins de Ocorrência e os relatos das pessoas que apresentaram queixas na 2ª Delegacia de Polícia de Repressão aos Crimes Raciais e de Delitos de Intolerâncias (DECRADI). A DECRADI é especializada em crimes de ódio e intolerância, motivados pelo preconceito contra grupos específicos caracterizados por convicções ideológicas, religiosas, raciais, culturais, étnicas e esportivas, visando à exclusão social. Em um primeiro momento, o trabalho apresenta uma recuperação dos conceitos que contribuem para a compreensão das manifestações de racismo, preconceito e discriminação. Em um segundo momento, o trabalho apresenta o contexto no qual as leis antirracistas foram criadas, quais limitações as compõem e quais perspectivas resultam do processo de implementação de cada uma delas na esfera do Sistema de Justiça Criminal. Em um terceiro momento, a pesquisa analisa o relato de pessoas que compareceram à DECRADI para registrar uma queixa de crime racial. Assim, este trabalho busca apresentar um diagnóstico das nuances dos conflitos raciais que ocorrem em novos contextos sociais, marcados por instrumentos políticos, sócio-culturais e jurídicos de combate ao racismo, ao preconceito e à discriminação. / The present work is based on analyzing the complaints and the testimony of the people who presented complaints in the 2ª Delegacia de Polícia de Repressão aos Crimes Raciais e de Delitos de Intolerâncias (DECRADI/SP). DECRADI is specialized in hate crimes and intolerance, motivated by prejudice against specific groups characterized by ideological, religious, racial, cultural and ethnic convictions, aiming at social exclusion. At first, the work presents a recovery of the concepts that contribute to understand the manifestations of racism, prejudice and discrimination. Secondly, this work presents the context in which anti-racists laws were created, what limitations they make, and which perspectives result from the process of implementing each one in the sphere of the Criminal Justice System. In a third moment, the research analyzes the testimony of people who went to DECRADI to make a racial offense complaint. Thus, this paper seeks to present a diagnosis of the nuances of racial conflicts that occur in new social contexts, characterized by the use of political, socio-cultural and legal instruments to combat racism, prejudice and discrimination.

Representatives of the U.S. Department of Transportation's Bureau of Transportation Statistics reported that passenger complaints filed for the first quarter of 2015 were up 14.4% over the same period of the previous year. The purpose of this single case study was to explore strategies for mitigating low-cost airlines' passenger complaints. Porter's generic strategies provided the conceptual framework for this research study. Data were collected from 3 ground service managers employed by a low-cost airline in Florida using semistructured interview questions, direct observation, field notes, and review of the airline's website and public documents filed with the U.S. Securities and Exchange Commission. Member checking and methodological triangulation were used to ensure data saturation. Inductive line-by-line analysis of participant interviews and review of documents and website to identify similar words and phrases resulted in the emergence of 5 themes: complaints, training, customer retention, policies and procedures, and low-cost strategies. The implication for social change exists because airline managers can apply insights gained from this study to mitigate passenger complaints, thereby increasing the number of customers, lowering fares, and maintaining profitability. In this way, the study may support the creation of additional jobs for airlines as well as other industries providing services to an expanded workforce necessary to accommodate more passengers. Further, in supporting better performance for low-cost carriers, this study may help these businesses to offer low fares to customers previously unable to afford travel, enabling them to visit new places and gain a better understanding of other cultures.

Complaining happens in all cultures, and offers a unique insight into the values, taboos, and communicative practices of a given society. The ways in which complaining is viewed and performed vary drastically not only cross-culturally, but across smaller communal groups and between individuals, too. This dissertation approaches complaining from a multilateral perspective to investigate how individuals in three different language groups – monolingual French speakers, monolingual English speakers, and native English speakers enrolled in upper-division university French courses – perceive and produce complaints as well as the influential role played by social context. In the perception study, the researcher explores how individuals within the examined language groups identify the presence of complaints and perceive their naturalness when presented with contextualized scenarios involving native speakers. In the production study, the researcher examines both the frequency with which individuals complain and the strategies they employ to perform a complaint in various social situations. Additionally, within the production study the researcher examines the frequency with which participants opt out from complaining and their provided rationale for doing so. This dissertation not only identifies a variety of universal linguistic and sociocultural features of complaints, it also uncovers several aspects distinctive to the individual language groups. At the core of this dissertation is the argument that to best understand complaint behavior, researchers should acknowledge the essential influence of social context on both the perception and production of complaints. Above all, future research must consider the complex and dynamic interplay that exists between cross-cultural complaint behaviors and social norms of politeness.

This thesis examined the influence that premarital preparation had on the level of complaints in marriages and the amount of perceptual accuracy that couples had in their marriage. The data for this thesis were taken from Wave I and Wave II of the Utah Governor’s Commission on Marriage study on newlyweds. The research examined four questions: (1) Do husbands and wives who have reported higher helpfulness of premarital preparation activities have fewer strong complaints in their marriage? (2) Do husbands and wives who have reported the helpfulness of premarital preparation activities have greater perceptual accuracy in their marriages? (3) Which types of premarital preparation activities are associated with strong complaints? (4) Which types of premarital preparation activities do husbands and wives find to be most helpful? Results revealed that those who reported the helpfulness of premarital preparation activities had fewer complaints than those who did not find those activities helpful. This study finds no statistical significance between the reported helpfulness of premarital preparation activities and perceptual accuracy. The relationship between premarital preparation activities and strong complaints is presented. Preparation activities that husbands and wives found to be most helpful are ranked and presented. A discussion of the findings, limitations, and suggestions for future research is also presented.

Research has demonstrated that cancer patients report problems with cognitive functioning related to their cancer and their cancer treatments. Cognitive complaints refer to subjective reports of problems such as decreased memory, attention, concentration, and language skills. These problems with cognitive functioning can interfere with a person’s quality of life. The current measures of cognitive complaints have poor or unknown psychometric properties. Therefore, the present study sought to examine the psychometric properties of a newly developed measure of cognitive complaints for cancer patients, the Functional Assessment of Cancer Therapy Cognitive Scale (FACT-Cog). Eighty-two patients were administered a comprehensive battery of neuropsychological tests assessing memory, executive functioning, motor, and attention, as well as a battery of psychosocial measures six months or twelve months after receiving a bone marrow transplant. Results indicated that the internal consistency reliability of the FACT-Cog was high. Concurrent validity was evidenced by the significant relationship of the FACT-Cog to another measure of cognitive complaints. Convergent validity is evidenced by the significant relationship of the FACT-Cog to measures of depression, fatigue, anxiety, mental well-being, and physical well-being. Divergent validity was evidenced by the lack of significant relationship of the FACT-Cog to a measure of extroversion. In contrast, there was limited support for the criterion validity of the FACT-Cog as evidenced by the limited significant relationships with neuropsychological test scores. The FACT-Cog did not demonstrate superior psychometric properties to an existing measure of cognitive complaints (EORTC-CF). Future research should investigate the relationship of cognitive complaints to cognitive performance utilizing longitudinal designs, other clinical populations, and neuropsychological tests that require sustained effort.

The Crimes Act 1961 and the New Zealand Bill of Rights Act 1990 provide that a person accused of a criminal offence in New Zealand has the right to be represented at trial by counsel. The purpose of representation by counsel is to protect the accused�s interests; ensure that the accused is able to present their defence to the Court; ensure that the accused receives a fair trial; and ensure that the accused is not the subject of a miscarriage of justice. It is implicit that criminal defence counsel must be competent if they are to be effective advocates on behalf of their clients. If counsel is not competent, there is a risk that counsel�s acts or omissions may cause or contribute to a miscarriage of justice. The Crimes Act 1961 allows an accused to appeal against their conviction on the basis that they have been the subject of a miscarriage of justice through the conduct of their counsel. The thesis analyses the Supreme Court decision of R v Sungsuwan that sets out the test that an appellate court must consider when deciding to allow an appeal based on the conduct of counsel. The thesis examines 239 Court of Appeal decisions between 1996 and 2007 that have considered appeals from jury trials where at least one of the grounds of appeal was that defence counsel caused or contributed to a miscarriage of justice. The thesis notes the increasing trend to use "conduct of counsel" as a ground of appeal. In 1996 there were 4 appeals; in 2006 there were 43 such appeals and in 2007 there were 29 appeals. During the period under review the Court of Appeal allowed the appeal and specifically held that counsel�s conduct, either alone or in combination with other grounds, caused or contributed to a miscarriage of justice in 41 cases. The thesis analyses the common complaints made by an accused against trial counsel and the common areas where the Court of Appeal upheld complaints against counsel. The thesis takes into account the Lawyers and Conveyancers Act 2006 and the Lawyers and Conveyancers (Lawyer: Conduct and Client Care) Rules 2008 that came into existence on 1 August 2008. The new legislation places particular emphasis on the obligations of counsel to uphold the rule of law and to facilitate the administration of justice in New Zealand. Counsel also has an obligation to protect the interests of their clients. The thesis concludes that the plethora of cases coming before the Court of Appeal, and the number of appeals allowed by the Court, demonstrate defence counsel do not always protect the interests of their clients and can cause or contribute to a miscarriage of justice. The thesis makes a number of recommendations that may reduce the risk of both an accused appealing on the basis on the conduct of counsel and an appeal being allowed on the basis of the conduct of counsel. In particular, it is suggested that there should be greater degree of co-operation between the New Zealand Law Society and the Legal Services Agency to ensure the maintenance of high standards among criminal defence lawyers.