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Caring About Complaints: Perceptions of Complaints Procedures Considered Through the Lens of Ethic of Care

Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSN › Chapter

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Caring About Complaints: Perceptions of Complaints Procedures Considered Through the Lens of Ethic of Care. / Boyle, Fiona; Ritchie, Dan.
Wellbeing and the Legal Academy. ed. / Caroline Strevens; Emma Jones. Cham: Springer, 2023. p. 119-139 (SpringerBriefs in Education).

Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSN › Chapter

Harvard

Boyle, F & Ritchie, D 2023, Caring About Complaints: Perceptions of Complaints Procedures Considered Through the Lens of Ethic of Care. in C Strevens & E Jones (eds), Wellbeing and the Legal Academy. SpringerBriefs in Education, Springer, Cham, pp. 119-139. https://doi.org/10.1007/978-3-031-20691-7_7

APA

Boyle, F., & Ritchie, D. (2023). Caring About Complaints: Perceptions of Complaints Procedures Considered Through the Lens of Ethic of Care. In C. Strevens, & E. Jones (Eds.), Wellbeing and the Legal Academy (pp. 119-139). (SpringerBriefs in Education). Springer. https://doi.org/10.1007/978-3-031-20691-7_7

Vancouver

Boyle F, Ritchie D. Caring About Complaints: Perceptions of Complaints Procedures Considered Through the Lens of Ethic of Care. In Strevens C, Jones E, editors, Wellbeing and the Legal Academy. Cham: Springer. 2023. p. 119-139. (SpringerBriefs in Education). doi: 10.1007/978-3-031-20691-7_7

Author

Boyle, Fiona ; Ritchie, Dan. / Caring About Complaints : Perceptions of Complaints Procedures Considered Through the Lens of Ethic of Care. Wellbeing and the Legal Academy. editor / Caroline Strevens ; Emma Jones. Cham : Springer, 2023. pp. 119-139 (SpringerBriefs in Education).

Bibtex

@inbook{64e18761f5c74706ac8df810bab1a391,
title = "Caring About Complaints: Perceptions of Complaints Procedures Considered Through the Lens of Ethic of Care",
abstract = "Complaints by university students appear regularly in the general and higher education media. Most reports and much research focus on the student experience. However, there are several respects in which complaints procedures are problematic, not just for students but for institutional staff. Using semi-structured interviews, the experiences of an LLB programme leader and other institutional actors were explored. Results show that staff dealing with complaints have significant concerns. Findings are viewed through the lens of an ethic of care and it is argued that a more holistic view of complaints procedure operation may address both staff and student concerns.",
author = "Fiona Boyle and Dan Ritchie",
year = "2023",
month = feb,
day = "17",
doi = "10.1007/978-3-031-20691-7_7",
language = "English",
isbn = "9783031206900",
series = "SpringerBriefs in Education",
publisher = "Springer",
pages = "119--139",
editor = "Caroline Strevens and Emma Jones",
booktitle = "Wellbeing and the Legal Academy",

}

RIS

TY - CHAP

T1 - Caring About Complaints

T2 - Perceptions of Complaints Procedures Considered Through the Lens of Ethic of Care

AU - Boyle, Fiona

AU - Ritchie, Dan

PY - 2023/2/17

Y1 - 2023/2/17

N2 - Complaints by university students appear regularly in the general and higher education media. Most reports and much research focus on the student experience. However, there are several respects in which complaints procedures are problematic, not just for students but for institutional staff. Using semi-structured interviews, the experiences of an LLB programme leader and other institutional actors were explored. Results show that staff dealing with complaints have significant concerns. Findings are viewed through the lens of an ethic of care and it is argued that a more holistic view of complaints procedure operation may address both staff and student concerns.

AB - Complaints by university students appear regularly in the general and higher education media. Most reports and much research focus on the student experience. However, there are several respects in which complaints procedures are problematic, not just for students but for institutional staff. Using semi-structured interviews, the experiences of an LLB programme leader and other institutional actors were explored. Results show that staff dealing with complaints have significant concerns. Findings are viewed through the lens of an ethic of care and it is argued that a more holistic view of complaints procedure operation may address both staff and student concerns.

U2 - 10.1007/978-3-031-20691-7_7

DO - 10.1007/978-3-031-20691-7_7

M3 - Chapter

SN - 9783031206900

T3 - SpringerBriefs in Education

SP - 119

EP - 139

BT - Wellbeing and the Legal Academy

A2 - Strevens, Caroline

A2 - Jones, Emma

PB - Springer

CY - Cham

ER -