This thesis project was carried out for Accres. In previous years, Accres conducted customer satisfaction surveys on an occasional basis. In the customer satisfaction surveys the main focus was on the hard side of the service quality. That is why Accres requested an additional research on the soft side …

Firms increasingly use social network sites to reach out to customers and proactively intervene with observed consumer messages. Despite intentions to enhance customer satisfaction by extending customer service, sometimes these interventions are received negatively by consumers. We draw on privacy regulation …

While acute musculoskeletal pain is a frequent complaint, its management is often neglected. An implementation of a nurse-initiated pain protocol based on the algorithm of a Dutch pain management guideline in the emergency department might improve this. A pre-post intervention study was performed as …

When consumers are dissatisfied with a consumption experience, they usually respond in one of the following ways: (1) stop using an organization’s products/services and take their business to a competitor, (2) file a complaint with the organization that is responsible for the dissatisfying consumption …

ObjectiveWhile acute musculoskeletal pain is a frequent complaint in emergency care, its management is often neglected, placing patients at risk for insufficient pain relief. Our aim is to investigate how often pain management is provided in the prehospital phase and emergency department (ED) and how …

Web 2.0 has empowered consumers to voice complaints with reduced costs (physical and psychological), and to share these with a multitude of other consumers on the Internet. As a public phenomenon, online complaints have a negative impact on consumers' evaluations of brands that are under attack in online …

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