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This article presents the concept of service workers' willingness to report service complaints (WRC) and examines frontline workers' discretion about reporting customer complaints in two qualitative studies and a quantitative study. The qualitative studies conceptualize WRC based on a critical incident technique and interviews with service providers and reveal that service providers practice much discretion in their decision to report both informal and formal complaints, weighing cost/ benefit considerations, customer motivation and complaint justification, and numerous organizational and other factors. The quantitative study examines a preliminary WRC scale and its relationship with several correlates and shows that WRC levels are associated with measures of organizational citizenship behavior, service climate, and empowerment. The discussion examines the contribution of the findings regarding WRC to research on service recovery and improving customer satisfaction and presents managerial implications.

The aim of the present study was to explore ophthalmologists' attitudes, knowledge, and willingness to report child abuse. One-hundred-and-seven ophthalmologists employed in various hospitals in Israel completed an online questionnaire. Less than half the ophthalmologists (44.9%) reported that they had treated children whom they identified or suspected as being victims of child abuse, while only 43.9% of these reported child abuse. Despite generally positive attitudes towards reporting of child abuse among the ophthalmologists, their average level of knowledge was low. Ophthalmologists who had received training on child abuse and residents displayed a higher level of knowledge. In addition, female ophthalmologists tended to agree more that ophthalmologists are obligated to screen for and report child abuse. Moreover, female ophthalmologists expressed higher willingness to report child abuse. The present study reveals that underreporting of child abuse, and more precisely the discrepancy between identification and reporting, is present among ophthalmologists. It seems that lack of knowledge regarding identification and reporting of child abuse is the main barrier to reporting, especially among medical specialists. These findings underscore the importance of training programs on child abuse, both during formal education in medical school, and post-qualification, for all ophthalmologists, irrespective of seniority.

Although potential future medical errors can best be prevented through reporting near misses, on-site error reporting is not being achieved to a satisfactory level. We surveyed 489 nurses working in 34 wards at a university hospital in Korea in regard to their understanding of factors
related to error reporting. Survey items included willingness to report near misses, defensive silence, leader-member exchange, role clarity, and knowledge-sharing climate. Results indicated that defensive silence in the workplace and unclearly defined roles reduced nurses' willingness to
report errors, whereas trust-based leader-member exchange (LMX) increased the intention. Knowledge-sharing climates contributed to increasing nurses' intention to report errors, even among those of a silent disposition and in settings where the quality of LMX between the nurses and head nurse
was not high.

AbstractObjective:An effective response to a pandemic influenza assumes an adequate supply of a variety of skilled healthcare workers (HCWs). But what is known of HCWs' willingness to report to work?Method:We identified 206 relevant studies from 9 healthcare databases. Of 28 heterogeneous studies that met inclusion criteria, 18 used common methods for calculating percentages of HCWs willing to report to work. Their findings were evaluated in greater depth.Results:In 28 studies that summarized willingness to report to work of 31,633 workers, the percentage of HCWs willing to report to work varied between 23.10% and 93.10%. Scale type and dichotomization of self-report scales led to significantly different results. In 4 studies where 2097 workers responded to a survey during an actual event (2009 H1N1 pandemic influenza) percentage willing to report to work varied from 23.1% to 90.1%. In 6 studies with hypothetical scenarios of avian influenza 50%–82.50% of HCWs were willing to report to work.Conclusion:The studies we reviewed have methodological problems and inconsistencies in findings, even within relatively homogenous study subgroups. We caution emergency planners from relying on findings from any single study that estimates HCWs' mean willingness to report to work in a pandemic influenza outbreak.

Using canonical correlation analysis (CCA), we investigated multivariate relationships among achievement goals, willingness to report academic dishonesty (AD), reasons for engaging in AD, and engagement in various AD behaviors. The sample included 431 Taiwanese university students.
The CCA showed that, compared to others, students with a mastery approach or a performance approach/avoidance and greater willingness to report peers' AD were less likely to report feeling incompetent as a reason for engaging in AD, but were more likely to report that they engaged in AD because
of self-promotion and self-interest. The CCA also showed that students who had less of a mastery approach and greater tolerance of AD tended to engage in various types of AD.

Educated citizens are often considered more likely to report corruption; this belief shapes anti-corruption campaigns. However, we know little about how other factors may interact with education's impact on willingness to report corruption. This article examines data from a household survey undertaken in Papua New Guinea. We find considerable support for the notion that education encourages a greater willingness to report various types of corruption to officials. While our results indicate that this is especially the case when respondents believe that corruption would be addressed by the government, they also show that secondary and post-secondary levels of education can have a positive impact even among those who do not have much faith in reporting institutions. However, the results also suggest that academics and policy-makers should be sensitive to the way trust in the state impacts educated citizens' willingness to report different kinds of corruption.

Recent ethical scandals involving managers in government organizations have highlighted the need for more research on ethical leadership in public sector organizations. To assess the consequences of ethical leadership, 161 managers in a large state government agency and 415 of their direct reports were surveyed, and personnel records were obtained to measure absenteeism. Results indicate that after controlling for the effects of employee characteristics, perceptions of procedural fairness, and supportive leader behavior, ethical leadership reduced absenteeism and had a positive influence on organizational commitment and willingness to report ethical problems. Implications of the findings and suggestions for future research are presented.