Complaint Management in the Health Care Organization

Authors

  • Mary C. Gilly University of California, Irvine
  • William B. Stevenson University of California, Irvine

Abstract

Complaint management involves understanding the processes by which organizational members resolve complaints. Complaints may be immediately resolved or passed forward for others to take action. In this paper, an innovative research design for tracing the management of complaints throughout the organization is described and results of a pretest are presented.

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Published

2022-08-04

Issue

Vol. 1 (1988): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

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