How do complaints affect those complained about? an empirical investigation into the effects of complaints on public service employees

Chris Gill, Carolyn Hirst, Maria Sapouna, Jane Williams

Research output: Book/ReportOther report

Abstract

This report presents the findings of a mixed methods research project investigating the effects of complaints on local authority planning staff and housing association staff in Scotland. The research included an online survey of 132 individuals who had been subject to a complaint and follow-up
qualitative interviews with 16 people who had responded to the survey.
Original languageEnglish
Place of PublicationGlasgow
PublisherUniversity of Glasgow
Number of pages22
Publication statusPublished - 15 Dec 2017

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complaint
public service
employee
staff
online survey
research project
housing
planning
interview

Keywords

  • public service employees
  • complaints

Cite this

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title = "How do complaints affect those complained about?: an empirical investigation into the effects of complaints on public service employees",
abstract = "This report presents the findings of a mixed methods research project investigating the effects of complaints on local authority planning staff and housing association staff in Scotland. The research included an online survey of 132 individuals who had been subject to a complaint and follow-upqualitative interviews with 16 people who had responded to the survey.",
keywords = "public service employees, complaints",
author = "Chris Gill and Carolyn Hirst and Maria Sapouna and Jane Williams",
year = "2017",
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How do complaints affect those complained about? an empirical investigation into the effects of complaints on public service employees. / Gill, Chris; Hirst, Carolyn; Sapouna, Maria; Williams, Jane.

Glasgow : University of Glasgow, 2017. 22 p.

Research output: Book/ReportOther report

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AU - Williams, Jane

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AB - This report presents the findings of a mixed methods research project investigating the effects of complaints on local authority planning staff and housing association staff in Scotland. The research included an online survey of 132 individuals who had been subject to a complaint and follow-upqualitative interviews with 16 people who had responded to the survey.

KW - public service employees

KW - complaints

M3 - Other report

BT - How do complaints affect those complained about?

PB - University of Glasgow

CY - Glasgow

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