Year of Graduation
Complaint Management: Anonymity as a Social Problem
Applied Methods of Social Analysis of Markets
This work is devoted to the phenomenon of anonymous complaints in the university complaint management system. The aim of this work is to analyze the constructing of the anonymous complaints legitimacy in the university environment. The paper presents theoretical analysis of different forms of complaints and approaches to their study, considers the management system procedures and complaints practices of interaction between participants of these processes, displays students’, teachers’ and managers’ attitude to anonymous complaints. The methodology of the study based on the combination of qualitative and quantitative approaches. Empirical base of the research consists of the materials of 4 group discussions with students, 6 expert interviews with employees and a database of students’ complaint texts that came to hotline “Expressive button”. The methodological challenge of working with texts was to identify the reasons for the anonymous sending of complaints using the procedures of qualitative comparative analysis (QCA). As a result of implementation of the procedures of QCA we figured out the combinations of characteristics that led to anonymity/openness of complaints. The study results characterize the process of constructing the anonymous complaints legitimacy at different levels: socio-cultural, organizational, and the level of everyday interaction.