RT info:eu-repo/semantics/article
T1 Organizational antecedents to designing a comprehensive complaint management system
A1 Phabmixay, Chanthaly S.
A1 Rodríguez Escudero, Ana Isabel
A1 Rodríguez Pinto, Javier
K1 Relaciones con los clientes - Gestión
K1 Gestión de empresas
K1 gestión de quejas
K1 cultura de la organización
K1 Comportamiento organizativo
K1 5311 Organización y Dirección de Empresas
AB The 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.
PB Cambridge university press
SN 1833-3672
YR 2018
FD 2018
LK http://uvadoc.uva.es/handle/10324/39059
UL http://uvadoc.uva.es/handle/10324/39059
LA eng
NO Journal of management & organization, December 2018, p. 1-26.
NO Producción Científica
DS UVaDOC
RD 18-abr-2024