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Complaining Our Way to Quality: Complaints, Contracts and the Voluntary Sector
Author(s) -
Bradshaw Yvonne,
Kendall Ian,
Blackmore Martin,
Johnson Norman,
Jenkinson Sandra
Publication year - 1998
Publication title -
social policy and administration
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.972
H-Index - 63
eISSN - 1467-9515
pISSN - 0144-5596
DOI - 10.1111/1467-9515.00099
Subject(s) - quality assurance , business , voluntary sector , quality (philosophy) , turnover , focus (optics) , tertiary sector of the economy , service (business) , accounting , public relations , operations management , marketing , management , economics , political science , philosophy , physics , epistemology , optics
The research on which this paper is based is part of a wider study of quality assurance and the voluntary sector. The focus of this paper is on complaints procedures, as part of quality assurance mechanisms, where voluntary agencies are the contracted service providers. The authors argue that, with the introduction of contracting and particularly with its further development, the way in which complaints mechanisms currently operate will need to be revised if they are to be an effective part of the quality assurance process.