Complaint management: The impact of post-complaint satisfaction on organizational behavior
Autor(a) principal: | |
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Data de Publicação: | 2022 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | RAM. Revista de Administração Mackenzie |
Texto Completo: | http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1678-69712022000200301 |
Resumo: | 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 cross-sectional 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. |
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Complaint management: The impact of post-complaint satisfaction on organizational behaviorcomplaint managementjusticeorganizational commitmentinvolvement in workengagement at workAbstract 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 cross-sectional 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.Editora MackenzieUniversidade Presbiteriana Mackenzie2022-01-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersiontext/htmlhttp://old.scielo.br/scielo.php?script=sci_arttext&pid=S1678-69712022000200301RAM. Revista de Administração Mackenzie v.23 n.2 2022reponame:RAM. Revista de Administração Mackenzieinstname:Universidade Presbiteriana Mackenzie (UPM)instacron:MACKENZIE10.1590/1678-6971/eramg220145.eninfo:eu-repo/semantics/openAccessPreuss,MárcioSantini,Fernando O.Marconatto,Diego A. B.eng2022-05-27T00:00:00Zoai:scielo:S1678-69712022000200301Revistahttps://www.scielo.br/j/ram/https://old.scielo.br/oai/scielo-oai.phprevista.adm@mackenzie.br1678-69711518-6776opendoar:2022-05-27T00:00RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (UPM)false |
dc.title.none.fl_str_mv |
Complaint management: The impact of post-complaint satisfaction on organizational behavior |
title |
Complaint management: The impact of post-complaint satisfaction on organizational behavior |
spellingShingle |
Complaint management: The impact of post-complaint satisfaction on organizational behavior Preuss,Márcio complaint management justice organizational commitment involvement in work engagement at work |
title_short |
Complaint management: The impact of post-complaint satisfaction on organizational behavior |
title_full |
Complaint management: The impact of post-complaint satisfaction on organizational behavior |
title_fullStr |
Complaint management: The impact of post-complaint satisfaction on organizational behavior |
title_full_unstemmed |
Complaint management: The impact of post-complaint satisfaction on organizational behavior |
title_sort |
Complaint management: The impact of post-complaint satisfaction on organizational behavior |
author |
Preuss,Márcio |
author_facet |
Preuss,Márcio Santini,Fernando O. Marconatto,Diego A. B. |
author_role |
author |
author2 |
Santini,Fernando O. Marconatto,Diego A. B. |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Preuss,Márcio Santini,Fernando O. Marconatto,Diego A. B. |
dc.subject.por.fl_str_mv |
complaint management justice organizational commitment involvement in work engagement at work |
topic |
complaint management justice organizational commitment involvement in work engagement at work |
description |
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 cross-sectional 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. |
publishDate |
2022 |
dc.date.none.fl_str_mv |
2022-01-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1678-69712022000200301 |
url |
http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1678-69712022000200301 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
10.1590/1678-6971/eramg220145.en |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
text/html |
dc.publisher.none.fl_str_mv |
Editora Mackenzie Universidade Presbiteriana Mackenzie |
publisher.none.fl_str_mv |
Editora Mackenzie Universidade Presbiteriana Mackenzie |
dc.source.none.fl_str_mv |
RAM. Revista de Administração Mackenzie v.23 n.2 2022 reponame:RAM. Revista de Administração Mackenzie instname:Universidade Presbiteriana Mackenzie (UPM) instacron:MACKENZIE |
instname_str |
Universidade Presbiteriana Mackenzie (UPM) |
instacron_str |
MACKENZIE |
institution |
MACKENZIE |
reponame_str |
RAM. Revista de Administração Mackenzie |
collection |
RAM. Revista de Administração Mackenzie |
repository.name.fl_str_mv |
RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (UPM) |
repository.mail.fl_str_mv |
revista.adm@mackenzie.br |
_version_ |
1752128650619125760 |