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Keywords: Listening orientation
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Journal Articles
Complaints‐handling procedures of human services charities: Prevalence, antecedents, and outcomes of strategic approaches
Available to Purchase
Managing Service Quality: An International Journal (2011) 21 (5): 484–510.
Published: 06 September 2011
... The prevalence of formal complaints‐handling procedures in UK charities is increasing. Such systems are less common in smaller HSCs with little statutory funding and low levels of listening orientation. In contrast, strategic approaches to formal complaints systems tend to be high in charities characterised...
