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Título
Benefits from the standardisation of the complaint management system
Año del Documento
2019
Editorial
Taylor & Francis
Descripción
Producción Científica
Documento Fuente
Total Quality Management & Business Excellence, p. 1-21
Abstract
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.
Materias (normalizadas)
Relaciones con los clientes - Gestión
Gestión de empresas
Materias Unesco
5311 Organización y Dirección de Empresas
Palabras Clave
Gestión de quejas
consumidor - satisfación
ISSN
1478-3363
Revisión por pares
SI
Patrocinador
Junta de Castilla y León (proyecto VA112P17)
Junta de Castilla y León (proyecto VA085G18)
Ministerio de Economía, Industria y Competitividad (proyecto ECO2017-86628-P)
Junta de Castilla y León (proyecto VA085G18)
Ministerio de Economía, Industria y Competitividad (proyecto ECO2017-86628-P)
Version del Editor
Propietario de los Derechos
Taylor & Francis
Idioma
eng
Tipo de versión
info:eu-repo/semantics/submittedVersion
Derechos
openAccess
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