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Article
Publication date: 1 March 2002

Joy Terentis, Fabian Sander, Maureen Madden, Merlin Stone and David Cox

This paper examines the regulatory requirements for the management of customer complaints in financial services. It describes the outcomes of new research, which show that most…

2196

Abstract

This paper examines the regulatory requirements for the management of customer complaints in financial services. It describes the outcomes of new research, which show that most financial services companies are some way from being able to meet these new regulatory requirements. It identifies the processes that must be followed to fulfil these requirements and outlines the type of system that is likely to be able to support meeting these requirements. Finally, it identifies that the probable reason for the neglect of this area is the heavy involvement of most financial services companies’ customer service functions in meeting the needs of the sales process (before, during and after the sale) rather than the more traditional role of customer service ‐ listening to customers and solving their problems.

Details

Journal of Financial Regulation and Compliance, vol. 10 no. 1
Type: Research Article
ISSN: 1358-1988

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Available. Content available
Book part
Publication date: 27 September 2019

Abstract

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Annual Review of Comparative and International Education 2018
Type: Book
ISBN: 978-1-83867-416-8

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Book part
Publication date: 8 February 2021

Michael Saker and Leighton Evans

This chapter is concerned with exploring the various ways in which Pokémon Go complements or challenges family life. The chapter begins by explicating the multisided concept of…

Abstract

This chapter is concerned with exploring the various ways in which Pokémon Go complements or challenges family life. The chapter begins by explicating the multisided concept of play and the myriad definitions that surround this term. Having established the various way in which this phenomenon can improve the lives of those who engage in it – physically, emotionally and cognitively – we go on to consider how play has gradually shifted from public spaces and into designated playgrounds, and how this trend corresponds with children concurrently moving away from the streets and into their bedrooms. Following this, we explore the impact digital technologies are having on the practice of parenting, paying particular attention to video games as a significant facet of youth culture that is often associated with a range of negative connotations. Yet, video games are not intrinsically bad. As we outline, research on intergenerational play and joint-media engagement (JME) readily demonstrate the many benefits families can experience when these games are played together. What is missing from this developing body of work is the familial playing of locative games and the extent to which this practice adds contours to our understanding of this field. The chapter is, therefore, driven by the following research questions. First, why and how do families play Pokémon Go? This includes the different roles that family members adopt, alongside motivations for families playing this game, how the playing of this game complements the rhythms of family life and the extent to which this hybrid reality game (HRG) is suited to intergenerational play. Second, what impact does locative familial play have on families, collectively speaking, and regarding individual family members? Here, we are not just interested in whether this game allows families to bond and how this bonding process is experienced, but also whether the familial play of Pokémon Go provides families with any learning opportunities that might facilitate personal growth beyond the game. Third, what worries might parents have about the familial playing of Pokémon Go and to what extent does the locative aspect of this game reshape their apprehensions?

Details

Intergenerational Locative Play
Type: Book
ISBN: 978-1-83909-139-1

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Book part
Publication date: 1 January 2001

Peter B. Dixon and Maureen T. Rimmer

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Dynamic General Equilibrium Modelling for Forecasting and Policy: A Practical Guide and Documentation of MONASH
Type: Book
ISBN: 978-0-44451-260-4

Available. Content available
Book part
Publication date: 1 January 2001

Abstract

Details

Dynamic General Equilibrium Modelling for Forecasting and Policy: A Practical Guide and Documentation of MONASH
Type: Book
ISBN: 978-0-44451-260-4

Available. Content available
Book part
Publication date: 1 January 2001

Abstract

Details

Dynamic General Equilibrium Modelling for Forecasting and Policy: A Practical Guide and Documentation of MONASH
Type: Book
ISBN: 978-0-44451-260-4

Available. Content available
Article
Publication date: 1 August 2002

471

Abstract

Details

Library Hi Tech News, vol. 19 no. 8
Type: Research Article
ISSN: 0741-9058

Available. Content available
Article
Publication date: 1 July 2013

5

Abstract

Details

Library Hi Tech News, vol. 30 no. 5
Type: Research Article
ISSN: 0741-9058

Available. Open Access. Open Access
Article
Publication date: 25 April 2023

Beatriz Picazo Rodríguez, Antonio Jose Verdú-Jover, Marina Estrada-Cruz and Jose Maria Gomez-Gras

To understand how organizations, public or private, must increase their productivity perception (PP), independently of the sector. This article aims to analyze PP in the digital…

4917

Abstract

Purpose

To understand how organizations, public or private, must increase their productivity perception (PP), independently of the sector. This article aims to analyze PP in the digital transformation (DT) process to determine how it is affected by technostress (TS) and work engagement (WE), two concepts that seem to be forces opposing PP.

Design/methodology/approach

The authors use data from a questionnaire addressed to personnel in two organizations (public and private). The analysis applies partial least squares technique to the 505 valid responses obtained from these organizations. This analysis is based not on representativeness but on uniqueness.

Findings

The results suggest a positive, significant relationship between DT and PP. This article integrates DT and its effects on aspects of people's health, PP and WE. The model thus includes interactions of technology with human elements. In both business and administrative environments, PP is key to optimizing resources and survival of organizations.

Research limitations/implications

DT processes are different and complex because every organization is different. The authors recommend expanding this study to other sectors in both spheres, public and private. Aligning the objectives of the institutions for aid with DT is also quite complicated.

Practical implications

This study contributes to improving participating organizations. It also provides government institutions with a clear foundation from which to encourage actions that promote the health and WE of their workforce without reducing productivity. In addition, this study adds novelty to the research line.

Originality/value

The authors have deepened this line of research by developing fuller knowledge of the relationships among novel and necessary variables in organizations. The authors provide complementary, different and inspiring value in addressing this line of research.

Details

European Journal of Management and Business Economics, vol. 33 no. 2
Type: Research Article
ISSN: 2444-8451

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