Third-party complaints and firm performance: an application in Spanish banking

This article focuses on the impact of third-party complaints on firm performance. We propose two research hypotheses, which are developed from the literature of dissatisfaction, emotions, and economics. The methodology is based on an event study to estimate variation in firm share returns in the stock market due to the publication of the Annual Complaints Service Report by the Bank of Spain; as well as a regression analysis to examine the impact of the number of complaints per branch on the variation obtained. The empirical focus is on a sample of eleven banks to which complaints were made and which were quoted on the Spanish Stock Exchange between 1992 and 2001. The results show a negative impact of the publication of these annual complaint reports on the share returns of the banks concerned. Additionally, these returns have a negative relationship with the number of complaints per branch.

Validez de constructo de tres escalas de satisfacción del paciente mediante la estrategia de matrices multirrasgo-multimétodo

Se emplea el diseño de las matrices multirrasgo-multimétodo (MTMM) en la evaluación de la satisfacción del paciente. La muestra, extraída al azar simple, fue de 254 pacientes ingresados en tres hospitales del Servei Valencià de Salut de la provincia de Alicante, mayores de 16 años, conscientes y orientados. Los instrumentos de medida fueron tres escalas de satisfacción, dos de carácter general y una específica con los cuidados de enfermería, todas autoinformes. Los rasgos evaluados fueron varias dimensiones de satisfacción, y los métodos tres tipos de formulación de items y escalas de respuesta. Se ha empleado el análisis factorial confirmatorio, siguiéndose la estrategia de constrastar varios modelos alternativos (Widaman, 1985; Marsh, 1989). Los resulta dos indican que: la varianza de método es elevada, superior a la de rasgos; existe validez convergente; los rasgos están altamente correlacionados, pero hay evidencia de validez discriminante; dos métodos están altamente correlacionados; y no se ha podido estimar el modelo general de matrices MTMM.

Evaluation of an integrated system for classification, assessment and comparison of services for long-term care in Europe: the eDESDE-LTC study

Background: The harmonization of European health systems brings with it a need for tools to allow the standardized collection of information about medical care. A common coding system and standards for the description of services are needed to allow local data to be incorporated into evidence-informed policy, and to permit equity and mobility to be assessed. The aim of this project has been to design such a classification and a related tool for the coding of services for Long Term Care (DESDE-LTC), based on the European Service Mapping Schedule (ESMS). Methods: The development of DESDE-LTC followed an iterative process using nominal groups in 6 European countries. 54 researchers and stakeholders in health and social services contributed to this process. In order to classify services, we use the minimal organization unit or “Basic Stable Input of Care” (BSIC), coded by its principal function or “Main Type of Care” (MTC). The evaluation of the tool included an analysis of feasibility, consistency, ontology, inter-rater reliability, Boolean Factor Analysis, and a preliminary impact analysis (screening, scoping and appraisal). Results: DESDE-LTC includes an alpha-numerical coding system, a glossary and an assessment instrument for mapping and counting LTC. It shows high feasibility, consistency, inter-rater reliability and face, content and construct validity. DESDE-LTC is ontologically consistent. It is regarded by experts as useful and relevant for evidence-informed decision making. Conclusion: DESDE-LTC contributes to establishing a common terminology, taxonomy and coding of LTC services in a European context, and a standard procedure for data collection and international comparison.