Search results for "Complaint"
showing 10 items of 66 documents
Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant
2010
PurposeThe purpose of this paper is to examine the main causes for complaining behaviour intentions expressed in three dimensions: private response, complaining response and complaining to third parties. The objectives are, first to study the direct influence of a set of antecedents and complaining behaviour intentions and second, to analyse the moderator effect of previous restaurant experience on subsequent relations.Design/methodology/approachA quantitative research method was used based on a self‐administered ad‐hoc questionnaire on a sample of 388 individuals who remembered an unsatisfactory experience in a restaurant.FindingsThe results show that the following variables have significa…
Grandparents and Their Adolescent Grandchildren: Generational Stake or Generational Complaint? A Study with Dyads in Spain
2010
The majority of research on grandparenting has been carried out either from the perspective of the grandparent or from the perspective of the grandchild. The present study compares the perceptions of grandparents and their adolescent grandchildren on four relationship variables: frequency of contact, shared leisure activities, closeness, and grandparenting styles. A sample of 80 couples answered a series of parallel questionnaires. The results suggest that grandparents perceive a greater level of change in the relationships as grandchildren age. The discrepancies between members of the dyad seem not to follow the intergenerational stake hypothesis, which predicts that older generations will…
Somatic complaints, emotional awareness and maladjustment in schoolchildren
2015
Introduction: Somatic complaints are common in childhood. Research has shown their relationship with emotional awareness and maladjustment. The study had three objectives: 1) to analyse the prevalence of somatic complaints; 2) to explore the relationships between the variables evaluated: somatic complaints, differentiating emotions, verbal sharing of emotions, not hiding emotions, body awareness, attending to others’ emotions, analysis of emotions, and personal, social, family, and school maladjustments; and 3) to identify predictors of somatic complaints. Patients and methods: The study included a total of 1134 randomly selected schoolchildren of both sexes between 10 and 12 years old (M =…
Understanding complaint channel usage in multichannel retailing
2019
Abstract This study aims to understand customer patterns of channel usage to voice complaints to multichannel retailers. Data were collected from multichannel shoppers for apparel in Spain by means of an online survey. Latent Class Analysis on complaint channel (store, website, mobile app and social media) usage was performed. The analysis identifies four customer segments that use complaint channels differently. Channel dependencies emerged, particularly related to mobile app usage. The study then explores how the identified patterns are related to channel usage for information search and purchase and to the quality of the relationship with the retailer. Results provide theoretical and man…
La elección del canal de queja en el contexto minorista omnicanal
2017
La distribución omnicanal es la estrategia que están adoptando las empresas minoristas, lo que significa la proliferación de canales y puntos de contacto a disposición de los consumidores para interactuar con las empresas durante el proceso de compra. Las redes sociales, en particular, han emergido con fuerza como un canal que el consumidor puede utilizar en la etapa post-compra para plantear quejas y reclamaciones. El objetivo de este trabajo es analizar la elección del canal de queja en función del canal de compra, y de la satisfacción y el compromiso del cliente con el minorista. Con datos de 702 compradores de un panel online, obtenemos que el efecto de lock-in o retención del canal es …
Longitudinal analysis of subjective well-being in preadolescents: The role of emotional intelligence, self-esteem and perceived stress
2020
Subjective wellbeing has been conceptualized as a person’s cognitive and affective evaluation of their life. In this line, life satisfaction and somatic complaints may be outstanding indicators of well-being. The aim of this longitudinal study was to analyze the combined contribution of trait emotional intelligence, self-esteem and perceived stress to well-being. Participants were 381 pupils aged 12–16 years (56.1% female). Hierarchical regression models and a fuzzy-set qualitative comparative analysis (QCA) were conducted. Trait emotional intelligence, self-esteem and low perceived stress were related in the expected direction to life satisfaction and somatic complaints. Findings support …
National-Level Wealth Inequality and Socioeconomic Inequality in Adolescent Mental Well-Being: A Time Series Analysis of 17 Countries
2020
Purpose: Although previous research has established a positive association between national income inequality and socioeconomic inequalities in adolescent health, very little is known about the extent to which national-level wealth inequalities (i.e., accumulated financial resources) are associated with these inequalities in health. Therefore, this study examined the association between national wealth inequality and income inequality and socioeconomic inequality in adolescents' mental well-being at the aggregated level. Methods: Data were from 17 countries participating in three consecutive waves (2010, 2014, and 2018) of the cross-sectional Health Behaviour in School-aged Children study. …
Loneliness and subjective health complaints among school-aged children
2018
Aim: The first aim of this study was to explore the prevalence of loneliness and subjective health complaints (SHCs) among school-aged children in Finland. The second aim was to analyse to what extent perceived loneliness explains any variance in SHCs among school-aged children. Method: A representative sample of 5925 Finnish children and adolescents from grades 5 ( Mage=11.8 years), 7 ( Mage=13.8) and 9 ( Mage=15.8) completed the Health Behaviour in School-aged Children (HBSC) survey. Descriptive statistics were used to examine the prevalence of health complaints and loneliness. Structural equation modelling was used to test how strongly loneliness was associated with SHCs. Results: The p…
Resting-state posterior alpha rhythms are abnormal in subjective memory complaint seniors with preclinical Alzheimer's neuropathology and high educat…
2020
International audience; Cognitive reserve is present in Alzheimer's disease (AD) seniors with high education attainment making them clinically resilient to extended brain neuropathology and neurodegeneration. Here, we tested whether subjective memory complaint (SMC) seniors with AD neuropathology and high education attainment of the prospective INSIGHT-preAD cohort (Paris) may present abnormal eyesclosed resting state posterior electroencephalographic rhythms around individual alpha frequency peak, typically altered in AD patients. The SMC participants negative to amyloid PET AD markers (SMCneg) with high (over low-moderate) education level showed higher posterior alpha 2 power density (pos…
Functional somatic complaints in pediatric age: alexithymia or anxiety and depression? An outstanding debate
2020
Recent studies suggest that just focusing on the direct relationship between emotional awareness and somatic complaints may be a simplified perspective, as functional somatic complaints are often associated with anxiety and depression symptoms, increased levels of stress, stronger negative affect, supporting the hypothesis that poor emotion awareness might have an impact on anxiety and depression and secondarily on somatic complaints.