Using Complaint Behavior to Improve Quality Through the Structure and Process of Service Delivery

  • Thomas Powers
  • Dawn Bendall-Lyon


This paper reports the impact of a complaint management program on the relative number of complaints regarding structure and process elements of service delivery in a hospital. Structure refers to tangible characteristics of a service and process refers to the interaction between the consumer and service personnel. The results indicate the number of both structure and process complaints increased as a result of the introduction of a complaint management program; however, the number of structure complaints increased at a greater relative rate.
Journal Articles