Research Team on Service Organizations - GIPOS

Reference of the Group:

GIUV2015-265

 
Description of research activity:

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.

 
Web:

http://www.uv.es/idocal/doc/lineas/servicios.pdf

 
Scientific-technical goals:
  • Study the impact of internal service processes (climate, justice, regulation, etc.) on the performance and well-being of workers
  • Studying the impact of employee performance and well-being on external outcomes (service quality, satisfaction, quality of life)
  • Studying group processes and their impact both at the individual and team levels
  • To study the causes and effects of shared perceptions regarding the service by users, workers, and managers
  • To study the impact of survey feedback and creativity interventions on service improvement
 
Research lines:
  • 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.
  • Justice in organisations.Study of justice in organisations and its impact on the performance and well-being of workers.
  • Emotional regulation.Study of emotional regulation and its impact on the performance and well-being of workers.
  • Conflict in organisations.Study of organisational conflict and its effects on individuals and teams.
 
Group members:
Name Nature of participation Entity Description
VICENTE A MARTINEZ TURDirectorUniversitat de València
Research team
CAROLINA P MOLINER CANTOSMemberUniversitat de València
ESTHER GRACIA GRAUMemberUniversitat de València
 
CNAE:
  • Research and experimental development in the social sciencies and humanities
 
Associated structure:
  • Institute for Res. of the Psy. of Hum. Res. Org. (IDOCAL)
 
Keywords:
  • DECISION MAKING
  • EMOTIONAL REGULATION
  • SUPERVISOR SUPPORT
  • QUALITY OF SERVICE
  • USER QUALITY OF LIFE
  • FEEDBACK
  • USER ORIENTATION
  • USER SATISFACTION
  • DISTRIBUTIVE JUSTICE
  • TEAM JUSTICE
  • JUSTICE INTERACTION
  • JUSTICE PROCEDURES
  • DEEP ACTION
  • SURFACE ACTION
  • TASK CONFLICT
  • RELATIONAL CONFLICT