RT info:eu-repo/semantics/article
T1 Benefits from the standardisation of the complaint management system
A1 Rodríguez Escudero, Ana Isabel
A1 Phabmixay, Chanthaly S.
A1 Rodríguez Pinto, Javier
K1 Relaciones con los clientes - Gestión
K1 Gestión de empresas
K1 Gestión de quejas
K1 consumidor - satisfación
K1 5311 Organización y Dirección de Empresas
AB This research provides new developments in the conceptualization of the complaintmanagement system by examining the benefits of the standardization of the complaintmanagement process. In line with a mechanistic approach of organizational behaviour,we posit that standardization of complaint handling can help to overcome defensivebehaviour by employees and managers, who can view receiving complaints as adecidedly negative experience. Specifically, we investigate the influence of three typesof guidelines —procedural, behavioural, and outcome— on achieving fairer solutionsfor customers and, consequently, greater satisfaction with the system. The modelproposed in the present research is tested considering the managers’ perspective andusing data from a representative sample of manufacturing companies covering multipleindustries. Our findings provide novel and interesting insights on the factors to whichmanagers in manufacturing firms should pay closer attention when designing aneffective complaint management system. All three types of guidelines help to explainperception of justice in the solution of complaints and, thus, customer satisfaction, butimportant differences exist for the different types of guidelines and their correspondingdimensions.
PB Taylor & Francis
SN 1478-3363
YR 2019
FD 2019
LK http://uvadoc.uva.es/handle/10324/39060
UL http://uvadoc.uva.es/handle/10324/39060
LA eng
NO Total Quality Management & Business Excellence, p. 1-21
NO Producción Científica
DS UVaDOC
RD 05-nov-2024