Queen Margaret University logo
    • Login
    View Item 
    •   QMU Repositories
    • eResearch
    • School of Arts, Social Sciences and Management
    • Media, Communication and Production
    • View Item
    •   QMU Repositories
    • eResearch
    • School of Arts, Social Sciences and Management
    • Media, Communication and Production
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Ethical fairness in financial services complaint handling

    View/Open
    3896.docx (100.6Kb)
    Date
    2016-06-01
    Author
    Chalmers, Sally
    Metadata
    Show full item record
    Citation
    Chalmers, S. (2016) Ethical fairness in financial services complaint handling. International Journal for Bank Marketing, vol. 34 (4), pp. 570-586.
    Abstract
    Purpose - The purpose of this paper is to propose a conceptual model for ethical and fair complaint handling. This provides a basis for research and the development of financial institution complaint handling approaches and practices. Design/methodology/approach - Ethical issues posed by the application of fairness theory to complaint handling are explored. The ethical soundness of organizational justice theory is critiqued. Multi-disciplinary literature is drawn on to develop a conceptual model for ethical fairness in complaint handling. Findings - Issues relevant to an ethical approach to complaint handling, and which are underdeveloped in current organizational and perceived justice frameworks, are identified. These include issues of autonomy, context, reflexivity, moral value, stakeholder voice, power and moral accountability. A conceptual model for ethical fairness in complaint handling is proposed. Research limitations/implications - This paper establishes a research agenda. Further development is required. Practical implications - The proposed model contributes to the development of complaint handling practices and competency frameworks. Originality/value - Justice theories have been proposed as theoretical frameworks for service recovery procedures, however, moral and critical questions have been neglected. The model proposed challenges financial institutions to move away from traditional normative perspectives, which seek to solve problems through managerial interventions, and adopt a perspective which is interpretivistic and reflexive. The model recognizes ethical issues and seeks to minimize inherent power positions, identify accountability and question moral values. Through envisioning complaint handlers as boundary spanners, new light is shed on their relational and communicative roles.
    Official URL
    http://dx.doi.org/10.1108/IJBM-09-2014-0124
    URI
    https://eresearch.qmu.ac.uk/handle/20.500.12289/3896
    Collections
    • Media, Communication and Production

    Queen Margaret University: Research Repositories
    Accessibility Statement | Repository Policies | Contact Us | Send Feedback | HTML Sitemap

     

    Browse

    All QMU RepositoriesCommunities & CollectionsBy YearBy PersonBy TitleBy QMU AuthorBy Research CentreThis CollectionBy YearBy PersonBy TitleBy QMU AuthorBy Research Centre

    My Account

    LoginRegister

    Queen Margaret University: Research Repositories
    Accessibility Statement | Repository Policies | Contact Us | Send Feedback | HTML Sitemap