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Open door policies: Measuring impact using attitude surveys
Author(s) -
RuizQuintanilla S. Antonio,
Blancero Donna
Publication year - 1996
Publication title -
human resource management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.888
H-Index - 94
eISSN - 1099-050X
pISSN - 0090-4848
DOI - 10.1002/(sici)1099-050x(199623)35:3<269::aid-hrm1>3.0.co;2-v
Subject(s) - complaint , perception , procedural justice , psychology , distributive justice , sample (material) , job satisfaction , economic justice , social psychology , business , applied psychology , public relations , political science , law , chromatography , neuroscience , chemistry
This study examines employee perceptions of an Open Door Complaint System from both those who have filed claims and those who have not. The sample includes over 4000 employees working in a Fortune 100 company. These perceptions are examined through an organization‐wide employee attitude survey. Situation‐specific perceptions are analyzed, and their relationship with overall fairness, satisfaction, and intent to remain with the organization are examined. Results suggest that a positive Open Door incident raises both distributive and procedural justice perceptions. In turn, fairness perceptions influence satisfaction levels. Finally, results indicate that satisfaction has a strong effect on the intent to remain with the organization. Implications are discussed for both complaint systems and employee opinion surveys. © 1996 by John Wiley & Sons, Inc.