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- Title
Complaint management: The impact of post-complaint satisfaction on organizational behavior.
- Authors
Preuss, Márcio; Santini, Fernando O.; Marconatto, Diego A. B.
- Abstract
Purpose: The objective of this research was to investigate satisfaction with the management of complaints through perceptions of organizational justice and its subsequent impact on organizational commitment, involvement, and engagement at work of internal customers in the shared services centers (SSC). Originality/value: We used the model developed and tested by Tax et al. (1998), which in this study was adapted to the organizational context of the SSC. This approach is unprecedented and aims to reduce the defragmentation of academic literature in SSC (Richter & Brül, 2017), which is at an early stage of development (Knol et al., 2014). Design/methodology/approach: This is a quantitative-descriptive crosssectional study, whose data were collected from internal clients of SSC (employees of the branches) through a survey, resulting in 172 valid answers that were analyzed through structural equation modeling (SEM). Findings: The results obtained indicate that perceptions of distributive and procedural justice affect the satisfaction of internal clients with the management of complaints. Organizational commitment, involvement and engagement are directly influenced by satisfaction with the management of complaints.
- Subjects
ORGANIZATIONAL behavior; ORGANIZATIONAL commitment; IN-house services (Business); SHARED services (Management); CALL centers; FINANCE; TAXPAYER compliance; CITIZENSHIP
- Publication
RAM. Mackenzie Management Review / RAM. Revista de Administração Mackenzie, 2022, Vol 23, Issue 2, p1
- ISSN
1518-6776
- Publication type
Article
- DOI
10.1590/1678-6971/eRAMG220145.en