GIUV2015-265
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.
- Estudiar el impacto de procesos internos de los servicios (clima, justicia, regulacion, etc.) sobre el desempeño y el bienestar de los trabajadores
- Estudiar el impacto del desempeño y el bienestar de los trabajadores sobre resultados externos (calidad de servicio, satisfaccion, calidad de vida)
- Estudiar los procesos grupales y su impacto tanto a escala individual como de equipo
- Estudiar las causas y efectos de las percepciones compartidas en relacion con el servicio por parte de usuarios, trabajadores y directivos
- Estudiar el impacto de las intervenciones de "survey feedback" y creatividad sobre la mejora de los servicios
- 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.
| Name | Nature of participation | Entity | Description |
|---|---|---|---|
| VICENTE A MARTINEZ TUR | Director | Universitat de València | |
| Research team | |||
| CAROLINA P MOLINER CANTOS | Member | Universitat de València | |
| ESTHER GRACIA GRAU | Member | Universitat de València | |
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- Institute for Res. of the Psy. of Hum. Res. Org. (IDOCAL)
- Calidad de servicio, satisfacción del usuario, calidad de vida del usuario, orientación al usuario, feedback, apoyo del supervisor
- Justicia distributiva, justicia procedimientos, justicia interacción, justicia en equipos,
- Regulación emocional, actuación profunda, actuación superficial
- Conflicto de tarea, conflicto relacional, toma de decisiones
