Complaint Handling
Mostrando 1-10 de 10 artigos, teses e dissertações.
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1. Notalgia paresthetica and neuropathic itch. Case report
RESUMO JUSTIFICATIVA E OBJETIVOS: A notalgia parestésica é um distúrbio neuropático sensitivo que acomete a região dorsal entre os dermátomos de T2 a T6, caracterizando-se por uma evolução crônica com períodos de remissão e exacerbação. O objetivo deste relato foi descrever um caso de notalgia parestésica, desde a sua investigação clínica e
BrJP. Publicado em: 02/12/2019
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2. Órteses de EVA no tratamento para pé torto congênito em recém-nascidos
Resumo Introdução: Pé torto congênito (PTC) é uma deformidade ortopédica caracterizada por uma displasia congênita das estruturas musculoesqueléticas como músculos, tendões, ligamentos, estruturas osteoarticulares e neurovasculares, de origem multifatorial e causa idiopática. Objetivo Oferecer intervenção precoce no tratamento de pé torto con
Cad. Bras. Ter. Ocup.. Publicado em: 11/11/2019
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3. CONSUMER’S EVALUATION ABOUT SERVICE RECOVERY: THE ROLE OF SOCIAL COMPARISON
ABSTRACT Purpose: This theoretical essay aims to contribute to a deeper understanding of distributive justice in situations of service recovery. More specifically, we seek to investigate distributive justice evaluations based on social comparisons. Originality/value: This article seeks to fill a gap in the existing knowledge to discuss the social compari
RAM, Rev. Adm. Mackenzie. Publicado em: 2017-08
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4. Perceptions of justice after recovery efforts in internet purchasing: the impact on consumer trust and loyalty toward retailing sites and online shopping in general
The main goal of this paper is to extend the traditional theoretical model of service recovery to the online purchasing environment by investigating the impact of perceptions of justice after recovery efforts toward unsatisfactory Internet purchasing on customer trust and loyalty. The authors develop a theoretical model focusing on interrelationships among c
BAR - Brazilian Administration Review. Publicado em: 2011-09
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5. Antecedents and consequences of consumer trust in the context of service recovery
The purpose of this paper is to investigate the antecedents and consequences of consumer trust after complaint handling episodes about services. A cross-sectional study was carried out with complainers of banks and airline companies. The respondents were approached at an International Airport in Brazil. Structural Equation Modeling was used to test the hypot
BAR - Brazilian Administration Review. Publicado em: 2008-09
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6. Do tratamento das reclamações à gestão da insatisfação: o comportamento de empresas hoteleiras mediante a insatisfação de seus clientes
Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide signific
Publicado em: 2007
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7. Gestão de satisfação e fidelidade do cliente : um estudo dos fatores que afetam a satisfação e fidelidade dos compradores de automóveis
This Masters thesis presents a discussion on customer satisfaction models investigating the relations of antecedent variables service quality, price index, complaint handling, image, affective and calculative commitment, with satisfaction and loyalty. The scope of the research is the influence of service dimensions in the car buyers satisfaction and loyalty.
Publicado em: 2003
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8. Telephone triage of cardiac emergency calls by dispatchers: a prospective study of 1386 emergency calls.
OBJECTIVES--To evaluate the handling of potential cardiac emergency calls by dispatchers, to determine their final diagnosis and urgency, and to determine the value of the main complaint in predicting urgency and the ability of the dispatchers to recognise non-urgent conditions. DESIGN--Prospective data collection and recording of main complaint of emergency
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9. Ca2+-ATPase deficiency in a patient with an exertional muscle pain syndrome.
31P Magnetic resonance spectroscopy studies were carried out in vivo on skeletal muscle of a patient with verapamil-responsive, chronic, progressive post-exertional muscle pain. A sister suffered from a similar complaint. The results showed that the muscle: (1) decreased its high energy phosphate content more rapidly than normal during exercise, indicating e
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10. Clinical complaints and their handling: a time for change?
OBJECTIVES--To assess the performance of the hospital complaints procedure for complaints proceeding to peer review and the quality of responses to complainants. DESIGN--Retrospective study of data on clinical complaints proceeding to peer review during 1986-91 from clinical records, correspondence, reports of the complaints investigations, and expert review