Pathways, pyramids and icebergs? Mapping the links between dissatisfaction and complaints
UNSPECIFIED. (1998) Pathways, pyramids and icebergs? Mapping the links between dissatisfaction and complaints. SOCIOLOGY OF HEALTH & ILLNESS, 20 (6). pp. 825-847. ISSN 0141-9889Full text not available from this repository.
In this article the authors report the findings of a study of satisfaction, dissatisfaction and complaining, funded by the National Health Service Executive (NHSE). Although interest in these issues has increased with the introduction of the Citizen's Charter Initiative and the continued growth of consumerism, few scholars have looked at the relationships between them. Satisfaction and dissatisfaction are commonly viewed as different facets of the same phenomenon. In turn, dissatisfaction is often understood to be a precursor to a complaint, or an embryonic one. The findings presented here suggest that satisfaction and dissatisfaction are linked but are essentially discrete constructs. The authors plot a variety of reactions to dissatisfaction and show that although excessive use is made of formal professional networks, few instances of dissatisfaction emerge as formal complaints. The article concludes that insufficient attention has been paid to understanding the everyday ways in which people cope with dissatisfaction and decisions not to voice a grievance.
|Item Type:||Journal Article|
|Subjects:||R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
H Social Sciences
H Social Sciences > HM Sociology
|Journal or Publication Title:||SOCIOLOGY OF HEALTH & ILLNESS|
|Publisher:||BLACKWELL PUBL LTD|
|Official Date:||November 1998|
|Number of Pages:||23|
|Page Range:||pp. 825-847|
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