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dc.contributor.authorPhabmixay, Chanthaly S.
dc.contributor.authorRodríguez Escudero, Ana Isabel 
dc.contributor.authorRodríguez Pinto, Javier 
dc.date.accessioned2019-11-06T12:52:43Z
dc.date.available2019-11-06T12:52:43Z
dc.date.issued2018
dc.identifier.citationJournal of management & organization, December 2018, p. 1-26.es
dc.identifier.issn1833-3672es
dc.identifier.urihttp://uvadoc.uva.es/handle/10324/39059
dc.descriptionProducción Científicaes
dc.description.abstractThe literature highlights two main approaches to designing an effective complaint management system: the mechanistic and the organic. The mechanistic approach emphasizes the establishment of guidelines for the correct processing, attention and resolution of complaints received. In contrast, the organic approach relies on creating a supportive internal environment for correct customer attention, made possible through training and empowering employees responsible for complaint management and by promoting extra-role behaviour among them. The present research aims to study the antecedents of adopting these two approaches. From a strategic perspective, we analyse the influence of organizational culture variables (the extent to which the firm is customer- and innovation-oriented) and the nature of the objectives pursued by complaint handling (defensive vs. improvement objectives). The proposed model is tested on a sample of 140 manufacturing firms. Findings indicate these antecedents shape the complaint management system in a very differing and significant manner.es
dc.format.mimetypeapplication/pdfes
dc.language.isoenges
dc.publisherCambridge university presses
dc.rights.accessRightsinfo:eu-repo/semantics/openAccesses
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectRelaciones con los clientes - Gestiónes
dc.subjectGestión de empresases
dc.subject.classificationgestión de quejases
dc.subject.classificationcultura de la organizaciónes
dc.subject.classificationComportamiento organizativoes
dc.titleOrganizational antecedents to designing a comprehensive complaint management systemes
dc.typeinfo:eu-repo/semantics/articlees
dc.rights.holderCambridge University presses
dc.identifier.doi10.1017/jmo.2018.73es
dc.relation.publisherversionhttps://www.cambridge.org/core/journals/journal-of-management-and-organization/article/organizational-antecedents-to-designing-a-comprehensive-complaint-management-system/E6F7690807444A8649769B92DD82B840#es
dc.identifier.publicationfirstpage1es
dc.identifier.publicationlastpage26es
dc.identifier.publicationtitleJournal of Management & Organizationes
dc.peerreviewedSIes
dc.description.projectJunta de Castilla y León (proyecto VA112P17)es
dc.description.projectJunta de Castilla y León (proyecto VA085G18)es
dc.description.projectMinisterio de economía, industria y competitividad (proyecto ECO2017-86628-P)es
dc.identifier.essn1839-3527es
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 Internacional*
dc.type.hasVersioninfo:eu-repo/semantics/submittedVersiones
dc.subject.unesco5311 Organización y Dirección de Empresases


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