Perception Of Grievance Management Process In Selected Health Care Institution

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Dr. Rafia Gulzar , Dr. Shakeel ul Rehman , Dr. Rais Ahmad Itoo , Rehana Yousf


The research on grievance management has mostly focused on its utilitarian aspects for both organizations and individuals. With the growing apprehension of healthy work culture in organizations, it is important to investigate the perception of the employees on grievance management process in their respective organizations. In this context the present study investigated a sample of 221 regular employees in one of the leading health care institutions in India. Using structural equation modeling, the results of the study support the investigation by approving the association between various constructs and also suggest a positive role played by these constructs such as acceptance of grievance by the supervisor, the attitude of supervisor and the mutual trust between the supervisor and the employees in the final resolution of grievance through the path model. The study delivers implications for organizations to prevent chaos, stress and conflict at the workplace.

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