Process of grievance management in health care organization: An employee perspective

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Rafia Gulzar ORCID logo, Shakeel Rehman ORCID logo, Taoufik Radouch ORCID logo

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An investigation into the grievance management process of organizations is imperative with an increasing concern over healthy work cultures in organizations. Using a behavior-response model, a structured survey was administered to employees of a leading healthcare institute to explore their perspectives on the grievance management process. According to the findings of the study, there is a strong association between grievance management constructs and the grievance management process, and factors like acceptance of grievance by supervisors, supervisors’ attitudes toward grievant, and employee and supervisor trust play an important role in grievance resolution (Monish & Dhanabhakyam, 2022; Ochieng & Kamau, 2021; Elbaz et al., 2022; Casper, 2021; Kimotho & Ogol, 2021; Dichner, 2021; Aktar, 2021; Singh & Agarwal, 2022; Hammoud et al., 2022). Based on the findings, the study delivers implications for organizations to prevent chaos, stress, and conflict in the workplace through a better grievance management process.

Keywords: Employee Grievance, Grievance Management, Supervisor, Workplace, Equity, Hospital, Health Care

Authors’ individual contribution: Conceptualization — R.G. and S.R.; Methodology — S.R. and T.R.; Data Curation — R.G. and S.R.; Investigation — T.R.; Writing — Original Draft — R.G. and S.R.; Writing — Review & Editing — R.G. and S.R.

Declaration of conflicting interests: The Authors declare that there is no conflict of interest.

JEL Classification: H12, J52, J53, J54

Received: 07.09.2022
Accepted: 25.09.2023
Published online: 27.09.2023

How to cite this paper: Gulzar, R., Rehman, S., & Radouch, T. (2023). Process of grievance management in health care organization: An employee perspective. Corporate Governance and Organizational Behavior Review, 7(4), 8–21.