Concepedia

Complaint Resolution Processes

Complaint Resolution Processes is a formal institutional mechanism within the broader category of organizational governance procedures that systematically addresses, investigates, and resolves grievances raised by individuals or stakeholders through structured stages of evaluation, mediation, and decision-making to achieve equitable outcomes.

50

Publications

2.3K

Citations

102

Authors

63

Institutions

Publications per year

2017–2026

9

Parents

Publications

50

Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies

Sabine Einwiller, Sarah Steilen · Public Relations Review · 2014 · 263 citations

, , +16

Linking complaint management to profit

Robert B. Johnston · International Journal of Service Industry Management · 2001 · 237 citations

, , +17

A Tale of Two Countries’ Conservatism, Service Quality, and Feedback on Customer Satisfaction

Aleda V. Roth, Eve D. Rosenzweig, Kate Blackmon et al. · Journal of Service Research · 2004 · 210 citations

, , +14

Best-practice complaint management

Robert B. Johnston, Sandy Mehra · Academy of Management Perspectives · 2002 · 137 citations

, , +14

Patient expectations of fair complaint handling in hospitals: empirical data

R.D. Friele, E.M. Sluijs · BMC Health Services Research · 2006 · 85 citations · Full text

, , +17

1–5 of 50

Authors

102

  1. SY
    Sophie Yahui Hsieh

    Ming Chuan University, Taiwan

    4 publications · 89 citations

    4

    h-index

  2. RB
    Robert B. Johnston

    University of Warwick, United Kingdom

    3 publications · 388 citations

    3

    h-index

  3. AR
    Alexander Reppel

    Royal Holloway University of London, United Kingdom

    2 publications · 94 citations

    2

    h-index

  4. PN
    Peter Naudé

    University of Manchester, United Kingdom

    2 publications · 94 citations

    2

    h-index

  5. TG
    Thorsten Gruber

    University of Manchester, United Kingdom

    2 publications · 94 citations

    2

    h-index

1–5 of 102

Institutions

63

  1. Ming Chuan University

    Taoyuan District, Taiwan

    3 h-index

    3 publications

    61 citations

  2. University of Warwick

    Coventry, United Kingdom

    3 h-index

    5 publications

    539 citations

  3. University of Edinburgh

    Edinburgh, United Kingdom

    2 h-index

    2 publications

    67 citations

  4. University of Manchester

    Manchester, United Kingdom

    2 h-index

    8 publications

    376 citations

  5. Monash University

    Melbourne, Australia

    2 h-index

    5 publications

    352 citations

  6. University of California, Irvine

    Irvine, United States

    1 h-index

    1 publications

    20 citations

  7. University of Leeds

    Leeds, United Kingdom

    1 h-index

    1 publications

    49 citations

  8. University of California, Berkeley

    Berkeley, United States

    1 h-index

    1 publications

    65 citations

1–8 of 63

Venues

  1. BMC Health Services Research

    2 publications · 97 citations

    2

    h-index

  2. International Journal of Nursing Practice

    2 publications · 41 citations

    2

    h-index

  3. The TQM Journal

    2 publications · 130 citations

    2

    h-index

  4. Law & Policy

    2 publications · 36 citations

    2

    h-index

  5. Australian dispute resolution journal

    1 publications · 14 citations

    1

    h-index

1–5