It argues that complaints managers are faced with a fundamental contradiction: they are employees of the complained about organization, yet they are expected to impartially oversee a complaint about it; they are caught between their loyalty to the organization/ organizational constraints and their duty to the public. Additionally, the study demonstrates that individual complaints managers respond and react very differently to these inherent conflicts in their role. While the study was carried out in relation to the UK National Health Service (NHS), the study is applicable to in-house complaints handlers in a variety of settings, as well as public sector workers who experience similar ethical dilemmas.
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