GIPOS investigates the interrelationship between the internal processes of service organisations (climate, justice, emotional labour, conflict, etc.) and variables that have to do with the performance and well-being of workers, as well as results in terms of customer satisfaction, quality of service and quality of life of users. It also explores the shared or divergent views of the actors involved (users, workers and managers). The research is carried out mainly through field studies in sectors such as hotels, restaurants and care centres for people with intellectual disabilities, among others. Experiments are also carried out both in the field and in laboratory contexts, and interventions related to the "survey feedback" methodology and group workshops on creativity and improvement are carried out.
- Study the impact of internal service processes (climate, justice, regulation, etc.) on the performance and well-being of workers.
- Study the impact of workers' performance and well-being on external outcomes (quality of service, satisfaction, quality of life).
- Study group processes and their impact at both individual and team level.
- Study the causes and effects of shared perceptions of the service by users, workers and managers.
- Study the impact of survey feedback and creativity interventions on service improvement.
- Emotional regulation
Study of emotional regulation and its impact on the performance and well-being of workers.
- Service climate, quality of service and user satisfaction and quality of life
Study of the service climate and quality of service and its impact on user satisfaction and quality of life.
- Conflict in organisations
Study of organisational conflict and its effects on individuals and teams.
- Justice in organisations
Study of justice in organisations and its impact on the performance and well-being of workers.
Blasco Ibáñez Campus
Av. Blasco Ibañez, 21
46010 València (Valencia)
