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Benefits from the standardisation of the complaint management system Rodríguez Escudero, Ana Isabel S Phabmixay S Phabmixay, Chantaly Rodríguez Pinto, Javier Relaciones con los clientes - Gestión Gestión de empresas Gestión de quejas consumidor - satisfación 5311 Organización y Dirección de Empresas Producción Científica This research provides new developments in the conceptualization of the complaint management system by examining the benefits of the standardization of the complaint management process. In line with a mechanistic approach of organizational behaviour, we posit that standardization of complaint handling can help to overcome defensive behaviour by employees and managers, who can view receiving complaints as a decidedly negative experience. Specifically, we investigate the influence of three types of guidelines —procedural, behavioural, and outcome— on achieving fairer solutions for customers and, consequently, greater satisfaction with the system. The model proposed in the present research is tested considering the managers’ perspective and using data from a representative sample of manufacturing companies covering multiple industries. Our findings provide novel and interesting insights on the factors to which managers in manufacturing firms should pay closer attention when designing an effective complaint management system. All three types of guidelines help to explain perception of justice in the solution of complaints and, thus, customer satisfaction, but important differences exist for the different types of guidelines and their corresponding dimensions. Junta de Castilla y León (proyecto VA112P17) Junta de Castilla y León (proyecto VA085G18) Ministerio de Economía, Industria y Competitividad (proyecto ECO2017-86628-P) 2019-11-06T13:22:45Z 2019-11-06T13:22:45Z 2019 info:eu-repo/semantics/article info:eu-repo/semantics/submittedVersion Total Quality Management & Business Excellence, p. 1-21 1478-3363 http://uvadoc.uva.es/handle/10324/39060 10.1080/14783363.2019.1633295 1 21 Total Quality Management & Business Excellence 1478-3371 eng https://www.tandfonline.com/doi/full/10.1080/14783363.2019.1633295 Attribution-NonCommercial-NoDerivatives 4.0 Internacional info:eu-repo/semantics/openAccess http://creativecommons.org/licenses/by-nc-nd/4.0/ Taylor & Francis application/pdf Taylor & Francis https://uvadoc.uva.es/bitstream/10324/39060/4/11.%20Benefits%20from%20the%20standardisation%20of%20the%20complaint%20management%20system%20%28TQ%26BE-2019%20accepted%20manuscript%29.pdf.jpg Hispana TEXT http://creativecommons.org/licenses/by-nc-nd/4.0/ UVaDOC. Repositorio Documental de la Universidad de Valladolid http://uvadoc.uva.es/handle/10324/39060