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to fully explain complaining behaviour. These thresholds are affected by numerous individual and situational variables such as neuroticism, extraversion, control, etc. The paper does acknowledge and discuss these variables’ potential effects on the thresholds and complaining behaviour, but too few empirical studies have been done to directly investigate those effects. This indicates further research on the relationship between the thresholds, complaining behaviour, and these variables is needed. Perhaps, future studies could create a psychometric measure to gauge people's thresholds to quantitatively test the effect of variables on thresholds and complaining behaviour. Nonetheless, the model still provides a fair general outlook on how individuals may decide to complain.
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institutional competitor, there will be more acceptance of the complaint. However, there will be rejection when the complaint is about one’s peers. This rejection indicates that institutional roles may influence one’s reaction towards complaints through the need for maintaining loyalty, and their relationships colleagues. The acceptance of complaints against clients may help build a defence against complaints addressed to themselves by constructing a joined front, redirecting the blame to the client. Finally, the acceptance of complaints towards competitors serves the function of building rapport with clients to promote further preference for their own institution.
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subjective sensitivity and level of tolerances one has for events, where one will feel dissatisfied and/or complain when these experienced events have reached the respective thresholds. Complaining behaviour, regardless of dissatisfaction (dissatisfaction threshold is high or low), occurs only when one perceives complaining able to achieve a desired outcome (complaining threshold is low) such as fixing a relationship problem or increase fair treatment in the office for example.
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the witness will also actively attempt to prevent the formation of an overly aggressive argument. In the context of emergency phone services however, the reaction to a complaint is not as simple. The emergency phone service worker who in this case, is the subject and receiver of the complaint, will accept the complaint as true but will deflect the blame away from themselves. This serves the function of alleviating responsibility to avoid any potential legal repercussions.
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When receiving a complaint from another party, one chooses to either accept or reject the complaint. As mentioned before, complaining serves many functions, but accepting or rejecting a complaint also have several functions depending on the context. These contexts refer to who is complaining, what or
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Although this model illustrates a holistic view of complaining, not narrowing complaining to a behaviour that is always accompanied by dissatisfaction, the model is still too general and explains too little about why complaining happens, the thresholds utilised in the model are not studied enough yet
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This model was fit for the purpose of the study it was used in, however, its utility as a general model is limited to only indirect complaints (complaints addressed to a non-present third party) and is not compatible with one-to-one direct complaints (complaints addressed to the complaint recipient).
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is a form of communication that expresses dissatisfaction regardless of having actually experienced the subjective feeling of dissatisfaction or not. It may serve a range of intrapsychic and interpersonal purposes, including connecting with others who feel similarly displeased, reinforcing a sense of
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Our impulsive system relies on automatic links of similar cues and representations as suggested by Elliot R. Smith and Jamie DeCoster, and due to this it functions under a compatibility principle, where perception, affect and behaviour must be compatible to facilitate each other. Therefore, when one
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Bogdan
Wojciszke, Wiesław Baryła, Aleksandra Szymków-Sudziarska, Michał Parzuchowski, and Katarzyna Kowalczyk found that when participants listened to or uttered affirmations or complaints, their moods would increase and decrease in equal strength, respectively. The results show that complaining can
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These studies were done in real-life settings with real caretakers, patients, families, workers etc. This shows that the effects of context and social/institutional roles exist in real-life setting. However, it is important to note that the sample in the studies were too small due to the time-costly
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Indirect complaints: Complaints in conversations between friends and family are usually accepted. However, similar to direct complaints, the institutional role one possesses and context may impact their reaction towards certain complaints. For instance, if the complaint is about a work client or an
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Direct complaints: Context and social roles play a big part in the dynamic of complaints. When a third party is present in a parent-child argument, the complainant will gain support from the witness to promote the complainants’ views as the complaints serve the purpose of behaviour regulation, but
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A theoretical model created by Robin
Kowalski (1996) suggested that complaining behaviour does not only originate from dissatisfaction, rather it is reliant on two subjective thresholds: the dissatisfaction threshold and complaining threshold. The dissatisfaction and complaining thresholds are the
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Complaint
Development: The complainant will try to sustain the complaining activity while the recipient will switch to alternative methods of continuing the conversation such as explaining behaviour or even begin criticising the complaint subject themselves. This switch usually develops into other
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Core part: In this stage, if the complaint recipient affiliates or agrees with the complaint, the activity proceeds to the next stage. However, if there is rejection, there will be negotiations where the recipient might simply not follow up or challenge the complaint. After more attempts to help
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process. Alternatively, it may be a purely informal process among friends or acquaintances that allows for the expression and validation of some personal perspective, often referred to as venting. There is some evidence to suggest that complaining may be harmful for physical or mental health by
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Furthermore, assuming that complaints always go through these stages is unrealistic, there may be cases where a complaint is just noted with no further engagement, terminating the complaint development stage or affiliation does not happen at all where an argument may ensue.
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Complaining may be a method of notification, especially in the context of a consumer of goods or services, that one party has failed to satisfy normal standards, and is expected to rectify a perceived grievance, such as replacing a defective item.
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induce a negative affect within co-participants and the complainer, named the “saying is experiencing effect”. This effect is explained by the underlying mechanism of mood contagion and the dual process theory for social cognition.
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notes that "erely venting negative emotions by screaming or yelling does not have any health benefits." Research on the subject has noted that venting could make anger worse, not better.
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listens and perceives a complaint, a negative event, they will start to experience a negative affect as result of automatic association and mood contagion.
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similar activities like criticising and explaining. As a result, the activity continues until the participants can switch topics or come to an agreement.
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In the special issue by
Heinemann & Traverso (2009), two categories of complaints were investigated in multiple contexts: direct and indirect.
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nature as interview studies, meaning that these results cannot be generalised to the whole population until further replication is done.
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Wojciszke, Bogdan; Baryła, Wiesław; Szymków-Sudziarska, Aleksandra; Parzuchowski, Michał; Kowalczyk, Katarzyna (2009).
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558:"Complaining in front of a witness: Aspects of blaming others for their behaviour in multi-party family interactions"
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This article is about the expression of general dissatisfaction. For complaints in other contexts, see
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Traverso (2009) suggested a structure for complaining behaviour consisting of four stages:
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Initiation: The complainer wishes to have their problem be acknowledged by the recipient.
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Complaining may be formalized into an organizational system of filing a written
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202:"Oldest Customer Service Complaint Discovered: A Lesson from Ancient Babylon"
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co-participants reach affiliation, the next stage will then take place.
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who is being complained about and who the complaint recipient is.
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303:"Complaining: A function of attitude, personality, and situation"
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Hatfield, Elaine; Cacioppo, John T.; Rapson, Richard L. (1993).
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Thøgersen, John; Juhl, Hans Jørn; Poulsen, Carsten Stig (2003).
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Interactions between the emotional and executive brain systems
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self, or a cathartic expression of personal emotion.
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Heinemann, Trine; Traverso, Véronique (2009-12-01).
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366:"No One Likes a Complainer. Here's Why"
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595:Monzoni, Chiara M. (2009-12-01).
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684:. Complaining in Interaction.
642:. Complaining in Interaction.
603:. Complaining in Interaction.
564:. Complaining in Interaction.
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486:. Complaining in Interaction.
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2371:. You can help Knowledge by
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2257:. You can help Knowledge by
2178:Social emotional development
890:Oxford University Press, USA
834:10.1207/S15327957PSPR0402_01
774:10.1111/1467-8721.ep10770953
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519:"Complaining in interaction"
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32:Complaint tablet to Ea-nāṣir
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228:Kowalski, Robin M. (1996).
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330:Lari, Osama (2010). "5".
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758:"Emotional Contagion"
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601:Journal of Pragmatics
562:Journal of Pragmatics
523:Journal of Pragmatics
484:Journal of Pragmatics
336:. Sanbun Publishers.
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922:at Wikimedia Commons
2428:Communication stubs
2423:Human communication
2201:constructed emotion
1871:functional accounts
416:Stillman, Jessica.
140:Emotional contagion
2101:in decision-making
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343:9789380257150
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53:as part of a
52:
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22:
2373:expanding it
2362:
2316:expanding it
2305:
2259:expanding it
2248:
2233:
2223:
2163:Meta-emotion
2076:Emotionality
2049:responsivity
1997:and bullying
1992:intelligence
1802:Affectivity
1786:neuroscience
1756:in education
1339:
1300:Homesickness
1276:
1202:Enthrallment
1187:Emotion work
1050:Anticipation
934:at Wikiquote
884:
862:
825:
819:
768:(3): 96–99.
765:
761:
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457:
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425:. Retrieved
421:
411:
399:. Retrieved
395:
385:
373:. Retrieved
369:
359:
347:. Retrieved
332:
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313:. Retrieved
309:
296:
284:. Retrieved
280:
270:
237:
233:
209:. Retrieved
205:
195:
156:
147:
143:
134:
130:
126:
123:
119:
111:Consequences
105:
101:
97:
78:
66:
60:
48:
44:
38:
37:
2091:and culture
1896:recognition
1881:homeostatic
1781:forecasting
1730:Weltschmerz
1703:Misanthropy
1480:grandiosity
1362:Inspiration
1352:Infatuation
1320:Humiliation
1242:Frustration
1115:Contentment
920:Complaining
464:, pp.
39:Complaining
2412:Categories
2308:psychology
2168:Pathognomy
2069:well-being
1985:and gender
1980:expression
1975:exhaustion
1960:detachment
1945:competence
1926:Emotional
1908:regulation
1891:perception
1886:in animals
1836:and memory
1772:Affective
1680:Worldviews
1542:melancholy
1527:Resentment
1397:Loneliness
1372:Irritation
1357:Insecurity
1347:Indulgence
1222:Excitement
1207:Enthusiasm
1140:Depression
1100:Confidence
1095:Compassion
1070:Attraction
995:Admiration
990:Acceptance
932:Complaints
899:0195053990
211:2023-10-23
187:References
2365:sociology
2196:appraisal
2136:sociology
2087:Emotions
2059:symbiosis
2044:reasoning
2014:isolation
1955:contagion
1940:blackmail
1866:expressed
1861:evolution
1851:and sleep
1841:and music
1776:computing
1723:Reclusion
1718:Pessimism
1693:Defeatism
1623:Suffering
1569:Sehnsucht
1512:Rejection
1463:self-pity
1438:Nostalgia
1407:limerence
1377:Isolation
1315:Hostility
1272:Happiness
1252:Gratitude
1197:Emptiness
1180:vicarious
1130:Curiosity
1105:Confusion
1045:Annoyance
1025:Amusement
1015:Agitation
1010:Affection
1005:Aesthetic
1000:Adoration
842:147930826
798:220533081
782:0963-7214
743:0079-2993
702:0378-2166
660:0378-2166
621:0378-2166
582:0378-2166
543:0378-2166
504:0378-2166
254:1939-1455
51:grievance
2418:Emotions
2054:security
2034:literacy
2019:lability
2009:intimacy
1950:conflict
1930:aperture
1827:Emotion
1811:negative
1806:positive
1796:spectrum
1761:measures
1713:Optimism
1708:Nihilism
1698:Fatalism
1688:Cynicism
1633:Sympathy
1628:Surprise
1470:Pleasure
1392:Kindness
1382:Jealousy
1367:Interest
1334:Hysteria
1217:Euphoria
1160:Distrust
1110:Contempt
1090:Calmness
982:Emotions
969:Emotions
790:20182211
466:760, 880
427:19 March
401:19 March
375:19 March
349:19 March
315:19 March
286:19 March
165:See also
2224:Italics
2187:Theory
2143:Feeling
2096:history
2081:bounded
2039:prosody
1846:and sex
1831:and art
1791:science
1747:Affect
1741:Related
1616:chronic
1591:Shyness
1551:Saudade
1537:Sadness
1532:Revenge
1522:Remorse
1453:Passion
1443:Outrage
1433:Neglect
1293:Hiraeth
1192:Empathy
1170:Ecstasy
1155:Disgust
1125:Cruelty
1120:Courage
1085:Boredom
1065:Arousal
1055:Anxiety
1040:Anguish
262:8851274
94:Closing
63:proverb
2191:affect
2173:Pathos
2126:social
1970:eating
1643:Wonder
1611:Stress
1601:Sorrow
1517:Relief
1507:Regret
1495:vanity
1490:insult
1485:hubris
1340:Ikigai
1310:Horror
1286:Hatred
1145:Desire
1135:Defeat
1060:Apathy
896:
840:
796:
788:
780:
741:
700:
658:
619:
580:
541:
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396:Forbes
340:
260:
252:
206:Forbes
2363:This
2306:This
2249:This
2116:moral
2024:labor
1876:group
1655:Worry
1638:Trust
1606:Spite
1586:Shock
1581:Shame
1475:Pride
1448:Panic
1327:Hygge
1267:Guilt
1262:Grief
1257:Greed
1227:Faith
1165:Doubt
1035:Angst
1030:Anger
1020:Agony
838:S2CID
794:S2CID
786:JSTOR
727:(2).
306:(PDF)
2369:stub
2312:stub
2255:stub
1935:bias
1920:work
1502:Rage
1458:Pity
1419:Lust
1402:Love
1305:Hope
1237:Flow
1232:Fear
1212:Envy
973:list
894:ISBN
778:ISSN
739:ISSN
698:ISSN
656:ISSN
617:ISSN
578:ISSN
539:ISSN
500:ISSN
429:2022
403:2022
377:2022
351:2022
338:ISBN
317:2022
288:2022
258:PMID
250:ISSN
30:The
1387:Joy
1075:Awe
830:doi
770:doi
729:doi
690:doi
648:doi
609:doi
570:doi
531:doi
492:doi
422:Inc
242:doi
238:119
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Text is available under the Creative Commons Attribution-ShareAlike License. Additional terms may apply.