The Effect of Dissatisfaction Experience of Insurance Consumer on Complaint Behavior and Intention of Co-offending Behavior

This chapter considers whether the peak in the age–crime curve is a function of active offenders committing more crime during adolescence or a function of more individuals actively offending in the peak years. It discusses the two main and most empirically tested typological groupings: the life-course persistent group and the adolescence limited group. The chapter then reviews the evidence on a theoretically interesting grouping: those who abstain from antisocial and offending behavior. It focuses on the debate regarding whether those who were originally thought to recover from early-onset antisocial behavior have childhood-limited antisocial behavior or exhibit low-level chronic antisocial behavior across the life course. Finally, the chapter discusses how the theory it introduces accounts for adult-onset offending and considers whether there are gender differences that need to be accounted for by the theory.

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Consumers Complain More Fiercely Through Small-Screen Devices: The Role of Spatial Crowding Perception

Journal of Service Research ◽

10.1177/1094670520904408 ◽

2020 ◽

Vol 23 (3) ◽

pp. 353-367

Author(s):

Yuanyuan Zhou ◽

Bin Tian ◽

Tingting Mo ◽

Zhuoying Fei

Keyword(s):

Secondary Data ◽

Underlying Mechanism ◽

Screen Size ◽

Design Elements ◽

Perception Theory ◽

Fourth Experiment ◽

Complaint Behavior ◽

The Relationship ◽

Small Screen

Previous research has mainly focused on the determinants of consumers’ complaint channel choices. Little attention has been paid to the behavioral consequences of different complaint channels, particularly different complaint devices. Drawing on spatial crowding perception theory, this study finds that in an online complaint context, consumers’ complaint intensity is shaped by complaint devices that differ in screen size. Crowding perception produced by visually restrictive tension mediates the relationship between the screen size of the complaint device and the complaint intensity. The results of secondary data confirm that consumers’ complaint intensity is higher while complaining through a small-screen device (as opposed to a large-screen one). Three scenario-based experiments are conducted to examine the role of perceived spatial crowding in producing a more intense complaint behavior when complaints are submitted through smaller screen devices (as opposed to larger screen devices). The fourth experiment reveals that crowding perception can be lessened by adjusting certain design elements of the interface, ultimately mitigating the intensity of the complaint submitted through a small-screen device. Our research identifies the specific causality and underlying mechanism of the influence of device type on consumers’ postconsumption behavior, thus contributing to clarify some ambiguities in the literature.

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Can Completers, Non-Completers, and Non-Starters of Community-Based Offending Behavior Programs be Differentiated by Internal Treatment Readiness Factors?

International Journal of Offender Therapy and Comparative Criminology ◽

10.1177/0306624x18813891 ◽

2018 ◽

Vol 63 (7) ◽

pp. 1066-1081

Author(s):

Ruth M. Hatcher ◽

Anna L. I. Roberts

Keyword(s):

Self Efficacy ◽

Cognitive Skills ◽

Emotional Reactions ◽

Program Completion ◽

The Self ◽

Community Based ◽

Treatment Readiness ◽

Offending Behavior ◽

Court Mandated

This research aimed to determine whether completers, non-completers, and non-starters of community-based offending behavior programs could be differentiated by their levels of internal “treatment readiness.” The Corrections Victoria Treatment Readiness Questionnaire (CVTRQ) measures offenders’ Attitudes and Motivation, Emotional Reactions, Offending Beliefs, and Efficacy which, according to the Multifactor Offender Readiness Model (MORM), are internal dimensions of an offender’s readiness to engage with treatment. Participants were offenders who had been court-mandated to attend a community-based cognitive skills offending behavior program. There were no significant differences between groups in respect of the CVTRQ total score. After controlling for risk of reconviction, however, the Self Efficacy construct differentiated program non-starters from program completers, while the Emotional Reactions construct differentiated program non-completers from program completers. In conclusion, the CVTRQ failed to differentiate program completion groups with the same success as elsewhere.

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Exploration of Customer Compliant Behavior toward Asain Full-Service Restaurants

International Journal of Marketing Studies ◽

10.5539/ijms.v8n2p46 ◽

2016 ◽

Vol 8 (2) ◽

pp. 46 ◽

Cited By ~ 1

Author(s):

Grace Suk Ha Chan ◽

Anna Chun-Hsuan Hsiao ◽

Ada Lai Yung Lee

Keyword(s):

Hong Kong ◽

Service Failure ◽

Qualitative Approach ◽

Customer Feedback ◽

Compliant Behavior ◽

Depth Interview ◽

Service Productivity ◽

Fair Compensation ◽

Complaint Behavior ◽

First Time

<p>The first law of service productivity and quality in restaurants is doing it right the first time. In today’s highly competitive environment, restaurants should acquire feedback from their customers to improve further the products and services they offer. One means to obtain customer feedback is to encourage and facilitate the complaint process. In response to an unhappy service, customers either speak with the management, their friends or do nothing, and they may also expect fair compensation whenever service failure occurs. This study aimed to investigate the complaint behavior of Hong Kong customers toward Asian full-service restaurants. A qualitative approach was adopted with a sample of 30 respondents who often dine in Asian full-service restaurants. Semi-structured questions were asked through an in-depth interview. Based on the results, the reasons for the complaints and complaint behavior of Hong Kong customers were identified, and recommendations were made to provide insights for industrial practitioners.</p>

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Exploration of Customer Complaint Behaviors Toward Macau Low-cost Carriers

International Business Research ◽

10.5539/ibr.v10n9p73 ◽

2017 ◽

Vol 10 (9) ◽

pp. 73 ◽

Cited By ~ 1

Author(s):

Yang Li ◽

Grace Suk Ha Chan ◽

Irini Lai Fun Tang

Keyword(s):

Low Cost ◽

Business Environment ◽

Positive Word ◽

Customer Feedback ◽

Customer Complaint ◽

Depth Interview ◽

Low Cost Carriers ◽

Good Reputation ◽

Complaint Behavior ◽

Positive Word Of Mouth

In 2015, the number of complaints against airlines in Macau increased considerably. In today’s keen competitive business environment, maintaining a good reputation and positive word-of-mouth within the industry is essential to increase competitiveness. Hence, Macau low-cost carriers should gather more customer feedback to improve their product and service quality. Macau passengers would speak to the management, their friends and family, and media and even choose boycott the companies when they feel dissatisfied with their travel experiences. The present study aimed to investigate the behavior of passengers in Macau toward low-cost carriers. A qualitative approach was adopted using a sample of 20 respondents who had previously submitted complaints to low-cost carriers. Semi-structured questions were asked in the in-depth interview. The results demonstrated the rationale behind the complaints. Perception of complaint behavior of Macau low-cost carriers’ passengers was discovered. Recommendations were proposed to provide insights for industrial practitioners.

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