2024-03-29T01:17:17Zhttps://uvadoc.uva.es/oai/requestoai:uvadoc.uva.es:10324/390602021-06-23T11:42:09Zcom_10324_1180com_10324_931com_10324_894col_10324_1375
2019-11-06T13:22:45Z
urn:hdl:10324/39060
Benefits from the standardisation of the complaint management system
Rodríguez Escudero, Ana Isabel
Phabmixay, Chanthaly S.
Rodríguez Pinto, Javier
Relaciones con los clientes - Gestión
Gestión 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.
2019-11-06T13:22:45Z
2019-11-06T13:22:45Z
2019
info:eu-repo/semantics/article
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
info:eu-repo/semantics/openAccess
http://creativecommons.org/licenses/by-nc-nd/4.0/
Taylor & Francis
Attribution-NonCommercial-NoDerivatives 4.0 Internacional
Taylor & Francis