Our team investigates the interrelation between the internal processes of the service organizations (climate, justice, emotional work, conflict, etc.) and variables that have to do with the performance and well-being of the workers, as well as results in terms of satisfaction of the client, service quality, and quality of life of the users. In addition, it explores shared or divergent views among the actors involved (users, workers, and managers). The research is developed mainly through field studies in sectors such as hotels, restaurants, and centers for people with intellectual disabilities, among others. Experiments are also carried out both in the field and in the laboratory context, and interventions related to the "survey feedback" methodology, autonomous teams, and teams for improvement are carried out.

Objectives

1. Study the impact of internal processes of services (climate, justice, regulation, etc.) on the performance and welfare of workers.
2. Study the impact of employee performance and welfare on external results (quality of service, satisfaction, quality of life).
3. Study the group processes and their impact on both the individual and team level.
4. To study the causes and effects of the shared perceptions regarding the service by users, employees and executives.
5. Study the impact of "feedback feedback" and creativity on the improvement of services.