THE RELATION BETWEEN SERVICES FRONT OFFICE STAFF PERSONNEL CHARACTERIZES AND THE STRATEGIES USED IN COMPLAINT MANAGEMENT

Authors

  • Sérgio Carvalho Benício de Mello Universidade Federal de Pernambuco
  • Arcanjo Ferreira de Souza Neto Universidade Federal do Vale do São Francisco
  • Francisco Ricardo Bezerra Fonsêca Universidade Federal de Pernambuco
  • André Luiz Maranhão de Souza Leão Faculdade Boa Viagem

Abstract

This study analyzes how the front office staff (course coordinators) personal characteristics of an undergraduate institution affect strategies used by them in managing student complaint. A 216 students sample from 27 courses of one mainstream Brazilian university answered to a structuralized questionnaire. Theoretical model adopted regards to role theory. Data report that personal characteristics of course coordinators influence their strategy during the complaint episode. Finnaly, conclusions and managerial implications are drawn.

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Author Biographies

Sérgio Carvalho Benício de Mello, Universidade Federal de Pernambuco

Coordenador do Núcleo de Marketing e Tecnologia de Negócios – Núcleo MTN/PROPAD/UFPE. Professor adjunto da Universidade Federal de Pernambuco (UFPE). Pesquisador do CNPq e da CAPES.

Arcanjo Ferreira de Souza Neto, Universidade Federal do Vale do São Francisco

Pesquisador do Núcleo de Marketing e Tecnologia de Negócios – Núcleo MTN/PROPAD/UFPE. Professor da Universidade Federal do Vale do São Francisco (UNIVASF).

Francisco Ricardo Bezerra Fonsêca, Universidade Federal de Pernambuco

Pesquisador do Núcleo de Marketing e Tecnologia de Negócios – Núcleo MTN/PROPAD/UFPE.

André Luiz Maranhão de Souza Leão, Faculdade Boa Viagem

Pesquisador do Núcleo de Marketing e Tecnologia de Negócios – Núcleo MTN/PROPAD/UFPE. Professor assistente da Faculdade Boa Viagem (FBV).

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Published

2008-07-24

Issue

Vol. 6 No. 3 (2005)

Section

Presentation

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