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Public Concern About Immigration and Customer Complaints Against Minority Financial Advisors

We examine the relation between public concern about immigration and customer complaints against minority financial advisors in the United States. We find that minority advisors are more likely to receive complaints in periods of high public concern about immigration than in other periods, relative to their white colleagues from the same firm, at the same office location, and at the same point in time. This result holds for both complaints with merit and dismissed complaints and is more pronounced in counties where residents likely hold stronger anti-immigration views. We also find that minority advisors are more likely to face regulatory actions or leave their firms after customer allegations in periods of high public concern about immigration than in other periods. Overall, our study provides descriptive evidence of a positive relation between public concern about immigration and customer dissatisfaction with minority advisors. This paper was accepted by Suraj Srinivasan, accounting.

UPAYA PENERAPAN METODE LEAN THINKING PADA PROSES PELAYANAN FARMASI RAWAT JALAN

Pharmacy services in a hospital are an inaccessible part of the hospital services as a whole. The accumulation of prescriptions in the pharmacy will cause the prescription process to be long and long, which has an impact on customer waiting times, which of course will have a major impact on customer satisfaction. From the standard time set as Quality Indicators at Bali Jimbaran Hospital, namely: drug processing at the outpatient pharmacy of Bali Jimbaran Hospital is 60 minutes of concocted drugs, 30 minutes of non-concocted drugs. The purpose of this research is to identify activities starting from the input, process and results generated through the Lean approach. The method used is an observational action process research, using lean methods to photograph the outpatient pharmacy service process flow through document review, direct interviews, interviews. The result of the research is an improvement in waiting time, it can be seen that the NVA activities can be eliminated by 66% and VA activities show an increase of 44%. With the many activities that are VA and the elimination of NVA activities, it will accelerate the process of outpatient pharmacy services at the Bali Jimbaran Hospital and improve customer satisfaction, which can be seen from the decrease in customer complaints against outpatient pharmacy services by up to 50%, which was previously 80%. Keywords: Lean, Pharmacist, Waiting time, Value Added, Non-Value Added

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Digital Marketplace as a New Frontier of Electronic Commerce

The digital marketplace is a major competitor now for the conventional marketplace especially in Southeast Asian countries (ASEAN) where digital marketplaces are booming and developing at an aggressive rate. The study also focuses on the challenges of eBay as a leading digital marketplace in battling their privacy and security threat, handling customer complaints about their services, or how government intervention provides an impact to their business, and competing with similar service provides. The other challenges are also associated with geographical distribution for marketing strategic location and why eBay should maintain their business like any other conventional business practices. Finally, the authors explore how concerned they are towards customer service as fundamental for any business.

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