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

    Keywords

    • public service employees
    • complaints

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