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

Authors

  • Thomas L. Powers University of Alabama at Birmingham
  • Dawn Bendall-Lyon University of Montevallo

Abstract

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.

Downloads

Published

— Updated on 2022-03-01

Versions

  • 2022-03-01 (2)
  • (1)

Issue

Vol. 15 (2002): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

License

Each volume is copyrighted by Consumer Satisfaction, Dissatisfaction and Complaining Behavior. We encourage authors to submit published articles to research aggregators such as researchgate.net or academia.edu. You may use the PDF files from the published journal for submission to these aggregators.