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Complaints procedures in local government
5 references·0 citing·20 second hop
Complaints procedures in local government (2002)Complaints procedures in local governmentConsumers and Services (1994)Consumers and ServicesManaging for Service Quality (1992)Managing for Service QualityComplaints as opportunities (1991)Complaints as opportunitiesPerformance Management in Local Government (1990)Performance Management in Loc…Consumer Evaluations of Responses to Complaints: What’s Fair and Why (1990)Consumer Evaluations of Respo…Exit, Voice, and Loyalty (1970)The Social Psychology of Procedural Justice (1988)E‐complaining: a content analysis of an Internet complaint forum (2001)Behavioral Consequences of Overbooking Service Capacity (2007)The perceived usefulness of blog postings: An extension of the expectancy-disconfirmation paradigm (2010)Small wins: Redefining the scale of social problems. (1984)The Management of Innovation (1994)Performance management and Operational Research: a marriage made in heaven? (2002)Has this large number of performance measurement publications contributed to its better understanding? A systematic review for research and applications (2013)Understanding the features of performance measurement system: a literature review (2013)Diffusion of Innovations 1 (2019)Consumer complaint behaviour: the case of electrical goods (1995)Evaluating Service Encounters: A Cross-Cultural and Cross-Industry Exploration (1999)Air the anger: investigating online complaints on luxury hotels (2012)From relationships to experiences in retail financial services (2004)Tourist satisfaction: A view from a mixed international guided package tour (2005)Taiwanese tourists' perceptions of service quality on outbound guided package tours: A qualitative examination of the SERVQUAL dimensions (2009)Professional service quality A step beyond other services? (1998)Finding the path to organizational excellence in Portugese local government: A performance measurement approach (2003)Kundenbindung durch Beschwerdemanagement (2005)
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References

  • 1990Consumer Evaluations of Responses to Complaints: What’s Fair and Why149 cited
  • 1994Consumers and Services141 cited
  • 1991Complaints as opportunities112 cited
  • 1990Performance Management in Local Government88 cited
  • 1992Managing for Service Quality46 cited

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