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

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

School of Media, Culture and Society

Research output: Book/Report › Other 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 language	English
Place of Publication	Glasgow
Publisher	University of Glasgow
Number of pages	22
Publication status	Published - 15 Dec 2017

Keywords

public service employees
complaints

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https://administrativejusticeblog.files.wordpress.com/2017/12/effects-of-complaints-report-15-december-2017-final.pdfLicence: Unspecified

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.",

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author = "Chris Gill and Carolyn Hirst and Maria Sapouna and Jane Williams",

year = "2017",

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language = "English",

publisher = "University of Glasgow",

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AU - Gill, Chris

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AU - Sapouna, Maria

AU - Williams, Jane

PY - 2017/12/15

Y1 - 2017/12/15

N2 - 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.

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

ER -

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

Abstract

Keywords

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