Alternative logics coexistence and collaboration: the consumer protection field

Alternative logics coexistence and collaboration: the consumer protection field

Author Ryngelblum, Arnaldo Google Scholar
Vianna, Nadia Google Scholar
Onusic, Luciana Autor UNIFESP Google Scholar
Abstract Purpose -The purpose of this paper is to examine the conditions that allow the co-existence of alternative logics in an institutional field for an extended period. Design/methodology/approach -This is a case study that examined the complaint-handling processes of phone companies based on documentary research, which provided the information that allowed the development of a script to interview organizational actors in this field. Findings -The explanation for this behavior that does not attempt to deinstitutionalize other institutions' practices relates to the actors' need for the other field participants' collaboration to improve their activities. Research limitations/implications -The specific characteristics of the Brazilian context can only suggest that alternative logics may coexist, which therefore opens opportunities for future studies to discuss the possible reproduction of these results in other societies. Similarly, because this research was restricted to the complaint field, other studies conducted in fields where actors are faced with alternative possibilities, such as with the judicial system, should examine and expand on these concepts. This study sought to cover the viewpoints of multiple important actors in the field to cover the whys and hows these logics coexist. However, a more comprehensive availability of respondents might have brought still better insights to the study. Practical implications -One implication of this study is the fact that firms in Brazil must be aware of the alternative redress channels that are available to consumers. The different procedural norms can cause a great deal of annoyance because firms have to be updated with all of them and eventually build specialized teams to address them. The awareness of the existence of multiple logics in this field should orient the Brazilian telephony industry's regulator in formulating policies that take this fact into consideration. To do this, the regulator should consider a regular consultation forum in which the main consumer protection organizations and government agencies gather to discuss improvements given that there is already informal collaboration. Public policy should also take into consideration the fact that consumers do not complain most of the time for lack of knowledge or disbelief in supporting organizations. Originality/value -The main contribution is the alternative logics notion in addressing complaints in this field. This is an issue that has not been practically explored in the literature. The difference between an alternative logic and a competing one lies in the fact that the practices, structures and symbols in the first case represent alternative possibilities for actors to achieve a specific objective, whereas in the second case, the weaker logics tend to disappear due to a stronger one.
Keywords Brazil
Consumers
Conflict
Institutions
LogicsInstitutional Logics
Organizations
Industry
Transformation
Environments
Responses
Model
Language English
Date 2016
Published in Management Research-The Journal Of The Iberoamerican Academy Of Management. Bingley, v. 14, n. 1, p. 24-41, 2016.
ISSN 1536-5433 (Sherpa/Romeo, impact factor)
Publisher Brazilian Soc Urol
Extent 24-41
Origin https://doi.org/10.1108/MRJIAM-06-2015-0599
Access rights Closed access
Type Article
Web of Science ID WOS:000382164400002
URI http://repositorio.unifesp.br/handle/11600/49413

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