Complaint management: The impact of post-complaint satisfaction on organizational behavior

Preuss, Márcio; Santini, Fernando O.; Marconatto, Diego A. B.

doi:10.1590/1678-6971/eRAMG220145.en

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Sumário

Human and Social Management • RAM, Rev. Adm. Mackenzie 23 (2) • 2022 • https://doi.org/10.1590/1678-6971/eRAMG220145.en copy

Complaint management: The impact of post-complaint satisfaction on organizational behavior

Authorship SCIMAGO INSTITUTIONS RANKINGS

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)Tax, S. S., Brown, W., & Chandrashekaran, M. (1998). Customer evaluations of for service complaint experiences: Implications relationship marketing. Journal of Marketing, 62(2), 60-76., 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., 2014Knol, A., Janssen, M., & Sol, H. (2014). A taxonomy of management challenges for developing shared services arrangements. European Management Journal, 32(1), 91-103. https://doi.org/10.1016/j.emj.2013.02.006
https://doi.org/10.1016/j.emj.2013.02.00... ).

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.

Keywords:
complaint management; justice; organizational commitment; involvement in work; engagement at work

Constructs	Cronbach’s alpha
V₁Distributive justice	0.950
V₂Procedural justice	0.948
V₃Interactional justice	0.956
V₄General satisfaction with the complaint	0.967
V₅Engagement	0.959
V₆Involvement	0.907
V₇Organizational commitment	0.966

Constructs	Composite reliability
V₁Distributive justice	0.973	0.982
V₂Procedural justice	0.953	0.757	0.956
V₃Interactional justice	0.961	0.788	0.849	0.968
V₄General satisfaction	0.982	0.891	0.825	0.807	0.995
V₅Work engagement	0.977	0.365	0.237	0.262	0.306	0.971
V₆Work involvement	0.945	0.316	0.368	0.234	0.312	0.477	0.943
V₇Organizational	0.982	0.338	0.263	0.281	0.857	0.857	0.543	0.995

Constructs		Standardized coefficient	Standard deviation	Z	P	R²
Distributive justice →	Satisfaction	0.004	0.127	0.053	0.957	10%
Procedural justice →	Satisfaction	0.592	0.067	9.073	***
Interactional justice →	Satisfaction	0.399	0.094	4.725	***
Satisfaction →	Commitment	0.329	0.050	4.307	***	38%
Satisfaction →	Involvement	0.367	0.054	4.518	***	38%
Satisfaction →	Engagement	0.350	0.057	4.638	***	50%

Relations between constructs	References in the organizational and marketing context	Results in the context of SSC
Perceptions of distributive justice positively influence post-complaint satisfaction.	Tax et al. (1998)Tax, S. S., Brown, W., & Chandrashekaran, M. (1998). Customer evaluations of for service complaint experiences: Implications relationship marketing. Journal of Marketing, 62(2), 60-76., Nikbin et al. (2015)Nikbin, D., Marimuthu, M., Hyun, S. S., & Ismail, I. (2015). Relationships of perceived justice to service recovery, service failure attributions, recovery satisfaction, and loyalty in the context of airline travelers. Asia Pacific Journal of Tourism Research, 20(3), 239-262. https://doi.org/10.1080/10941665.2014.889028 https://doi.org/10.1080/10941665.2014.88... , and Ding and Lii (2016)Ding, M. C., & Lii, Y. S. (2016). Handling online service recovery: Effects of perceived justice on online games. Telematics and Informatics, 33(4), 881-895. https://doi.org/10.1016/j.tele.2016.02.001 https://doi.org/10.1016/j.tele.2016.02.0... .	Confirmed hypothesis
Perceptions of procedural justice positively influence post-complaint satisfaction.	Tax et al. (1998)Tax, S. S., Brown, W., & Chandrashekaran, M. (1998). Customer evaluations of for service complaint experiences: Implications relationship marketing. Journal of Marketing, 62(2), 60-76., Patlán-Perez et al. (2012), and Jung and Seock (2017)Jung, N. Y., & Seock, Y. (2017). Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites. Journal of Retailing and Consumer Services, 37, 23-30. https://doi.org/10.1016/j.jretconser.2017.01.012 https://doi.org/10.1016/j.jretconser.201... .	Confirmed hypothesis
Perceptions of interactional justice positively influence post-complaint satisfaction.	Tax et al. (1998)Tax, S. S., Brown, W., & Chandrashekaran, M. (1998). Customer evaluations of for service complaint experiences: Implications relationship marketing. Journal of Marketing, 62(2), 60-76., Wu (2013)Wu, I. (2013). The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust. International Journal of Information Management, 33(1), 166-176. https://doi.org/10.1016/j.ijinfomgt.2012.09.001 https://doi.org/10.1016/j.ijinfomgt.2012... , Diab (2015)Diab, S. M. (2015). The impact of organizational justice on the workers performance and job satisfaction in the Ministry of Health hospitals in Amman. International Business Research, 8(2), 187-197. https://doi.org/10.5539/ibr.v8n2p187 https://doi.org/10.5539/ibr.v8n2p187... , and Ding and Lii (2016)Ding, M. C., & Lii, Y. S. (2016). Handling online service recovery: Effects of perceived justice on online games. Telematics and Informatics, 33(4), 881-895. https://doi.org/10.1016/j.tele.2016.02.001 https://doi.org/10.1016/j.tele.2016.02.0... .	Unconfirmed hypothesis
Post-complaint satisfaction positively influences organizational commitment.	Valaei and Rezaei (2016)Valaei, N., & Rezaei, S. (2016). Job satisfaction and organizational commitment. Management Research Review, 39(12), 1663-1694. https://doi.org/10.1108/mrr-09-2015-0216 https://doi.org/10.1108/mrr-09-2015-0216... , Geisler et al. (2019), and Culibrk et al. (2018)Culibrk, J., Delic, M., Mitrovic, S., & Culibrk, D. (2018). Job satisfaction, organizational commitment and job involvement: The mediating role of job involvement. Frontiers in Psychology, 9, 1-12. https://doi.org/10.3389/fpsyg.2018.00132 https://doi.org/10.3389/fpsyg.2018.00132... .	Confirmed hypothesis
Post-complaint satisfaction positively influences work involvement.	Jaiswal (2018)Jaiswal, A. (2018). Effect of work environment characteristics on job involvement in an organization: An empirical review. Research Review International Journal of Multidisciplinary, 3(11), 588-594. and Culibrk et al. (2018)Culibrk, J., Delic, M., Mitrovic, S., & Culibrk, D. (2018). Job satisfaction, organizational commitment and job involvement: The mediating role of job involvement. Frontiers in Psychology, 9, 1-12. https://doi.org/10.3389/fpsyg.2018.00132 https://doi.org/10.3389/fpsyg.2018.00132... .	Confirmed hypothesis
Post-complaint satisfaction positively influences engagement at work.	Valaei and Rezaei (2016)Valaei, N., & Rezaei, S. (2016). Job satisfaction and organizational commitment. Management Research Review, 39(12), 1663-1694. https://doi.org/10.1108/mrr-09-2015-0216 https://doi.org/10.1108/mrr-09-2015-0216... and Geisler et al. (2019)Geisler, M., Berthelsen, H., & Muhonen, T. (2019). Retaining social workers: The role of quality of work and psychosocial safety climate for work engagement, job satisfaction, and organizational commitment. Human Service Organizations Management, Leadership and Governance, 1-15. https://doi.org/10.1080/23303131.2019.1569574 https://doi.org/10.1080/23303131.2019.15... .	Confirmed hypothesis

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[1] Author notes

Márcio Preuss is now a professor at the Department of People and Business Management of Ritter dos Reis University Center (UniRitter); Fernando O. Santini is now a professor at the Business School of University of Vale do Rio dos Sinos (Unisinos); Diego A. B. Marconatto is now a professor at the Business School of Dom Cabral Foundation (FDC).