Year of Graduation
Culture and Practices of Complaints in the Organization (the Case of NRU HSE)
Faculty of Sociology
This study is dedicated to the phenomenon of students’ complaints. Complaint is a stable cultural form of the dissatisfaction expression that accompanies human being. The purpose of this study is to analyze the forms of the dissatisfaction expression by students within the university. Students' sense of the possible and allowable dissatisfaction expression within the university is the main focus of our attention.The study presents an analysis of the main approaches to the study of complaints in the framework of organizational justice and consumer behavior; an analysis of existing practices of the dissatisfaction expression by students and the main patterns of dissatisfaction emergence and students’ behavior in these situations; the description of the complaint management system and students' attitude to complaints.The research methodology is based on a qualitative approach. The empirical base of the study is founded on the materials of 5 group discussions with students, which were attended by 52 people. We proceeded from the fact that the dissatisfaction situation or the problem or its solution is directly or indirectly related to a group of students, moreover, to concrete collective. Therefore it is worth speaking to a group. The methodical aim was the adaptation of group discussion method to the specific study group.The results indicate that in the investigated university students’ complaints is the part of the organizational culture and are perceived as a norm of behavior. This contributes to a well-functioning complaint management system. Specificity of the behavior in dissatisfaction situations is determined by the marginal status of the student at university - he is both a consumer of educational services, and an included member of the organization, who is involved in the educational process. The existing informal norms define the "right" and "wrong" complaints, depending on the circumstances in which you can or can’t complain, objectives and forms of application.