YorkSpace
YorkSpace is York University's Institutional Repository. It supports York University's Senate Policy on Open Access by providing York community members with a place to preserve their research online in an institutional context.
error.top-level-communites
Recent Submissions
The Impact of Complaint Handling on Consumer Complaint Dispute Within the Two Largest States in the United States (California and Texas)
(2022-08-05) Mazaheri, Parastoo; Whelan, Jodie G.
Complaint handling plays a vital role in shaping business success through customer satisfaction. The substantial amount of research regarding consumer complaints has focused on individual differences of customers who are making the complaints; however, a gap still remains regarding how complaint handling affects the complaint dispute and how an organization's choice of response to complaints influences the ultimate success or failure of the provided resolutions. In addition to investigating these two factors, the current research also explores how product type, the nature of complaint issues, and customers’ (assumed) political orientations affect whether or not customers dispute resolutions. The results of this research suggest that apart from individual differences, the complaint handling process by itself impacts the likelihood of complaint dispute. Specifically, findings suggest that effective complaint receiving channels (phone) along with the proper response to the complaints (responding with any relief) can reduce the likelihood of a disputed resolution and presumably, enhance customer satisfaction.
Dreaming Peer Support Futures
(2023-08) Prowse, Calvin; da Silveira Gorman, Rachel; viva davis halifax, nancy
Drawing on practices of diffractive reading supported by zine-making methods, throughout this major research paper I explore the question: “what could a lens of futurity offer the world of consumer/survivor peer support?”
In Chapter 1, I engage in a theoretical dialogue between the realm of peer support and notions of futurity to demonstrate the benefits and alignment of a futural (re)turn within the peer support sector, setting the stage for the rest of my analysis.
In Chapter 2, I explicate the ways – the whys and hows – that peer supporters are exploited by the psychiatric industrial complex under neoliberal rule, grounded in a historical approach that draws on the frameworks of confluence (Joseph, 2015) and neuroliberalism (Moussa, 2019) so that we may “learn from the past” (Butler, 2000, p. 166) in order to better anticipate the future.
In Chapter 3, I explore how the peer support sector is itself implicated in upholding systems of oppression (white supremacy, Western dominance, colonization, and colonialism) by troubling the “peer support origin story” and the current demographics of the field, as well as identifying what futures are currently in construction.
Lastly, in Chapter 4, I explore how we can draw on the lessons of funga and flora to both locate ourselves within the present and dream peer support futures beyond the limits of realism.
CANSEE 2023 Conference Program
(2023-10) CANSEE 2023 Conference Program
Our conference programming includes something for everyone, such as rigorous scholarship, policy debate, social activism, creative brainstorming, personal reflection, and hands-on crafting.