Concepedia

External Complaint Handling

External Complaint Handling is a formal regulatory or administrative mechanism, distinct from internal organizational processes, through which grievances are reviewed and resolved by an independent, third-party authority operating outside the jurisdiction of the originating institution.

6

Publications

194

Citations

10

Authors

12

Institutions

Publications per year

2017–2026

3

Parents

Publications

6

Accountability or Expectations Management? The Role of the Ombudsman in Financial Regulation

Sharon Gilad · Law & Policy · 2008 · 44 citations

, , +14

The moderating role of complaint handling on brand hate in the cancel culture

Amir Zaib Abbasi, Muhammad Shahzeb Fayyaz, Ding Hooi Ting et al. · Asia-Pacific Journal of Business Administration · 2022 · 38 citations

, , +11

Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust

Dogá Istanbulluoglu, Ezgi Sakman · European Management Journal · 2022 · 36 citations · Full text

, , +11

EXCHANGE WITHOUT CAPTURE: THE UK FINANCIAL OMBUDSMAN SERVICE’S STRUGGLE FOR ACCEPTED DOMAIN

Sharon Gilad · Public Administration · 2008 · 30 citations · Full text

, , +16

Juggling Conflicting Demands: The Case of the UK Financial Ombudsman Service

Sharon Gilad · Journal of Public Administration Research and Theory · 2008 · 29 citations · Full text

, , +17

1–5 of 6

Authors

10

  1. SG
    Sharon Gilad

    Hebrew University of Jerusalem, Israel

    3 publications · 103 citations

    3

    h-index

  2. ZC
    Zhang Chun

    University of Dayton, United States

    1 publications · 38 citations

    1

    h-index

  3. SJ
    Sandra Jacobs

    University of Amsterdam, Netherlands

    1 publications · 17 citations

    1

    h-index

  4. DH
    Ding Hooi Ting

    Universiti Teknologi Petronas, Malaysia

    1 publications · 38 citations

    1

    h-index

  5. ES
    Ezgi Sakman

    Bilkent University, Türkiye

    1 publications · 36 citations

    1

    h-index

1–5 of 10

Institutions

12

  1. King's College London

    London, United Kingdom

    3 h-index

    3 publications

    103 citations

  2. University of Dayton

    Dayton, United States

    1 h-index

    1 publications

    38 citations

  3. University of Amsterdam

    Amsterdam, The Netherlands

    1 h-index

    1 publications

    17 citations

  4. Namal University

    Mianwali, Pakistan

    1 h-index

    1 publications

    38 citations

  5. Ghulam Ishaq Khan Institute of Engineering Sciences and Technology

    Topi, Pakistan

    1 h-index

    1 publications

    38 citations

  6. University College of Islamabad

    Islamabad, Pakistan

    1 h-index

    1 publications

    38 citations

  7. Tilburg University

    Tilburg, The Netherlands

    1 h-index

    1 publications

    17 citations

  8. Cornell University

    Ithaca, United States

    1 h-index

    1 publications

    36 citations

1–8 of 12

Venues

  1. Journal of Public Administration Research and Theory

    JPART · 1 publications · 29 citations

    1

    h-index

  2. 1

    h-index

  3. Journal of Communication Management

    1 publications · 17 citations

    1

    h-index

  4. Law & Policy

    1 publications · 44 citations

    1

    h-index

  5. European Management Journal

    1 publications · 36 citations

    1

    h-index

1–5