Publication Date

July 1995


This study examines employee perceptions of an Open Door Complaint System from both those who have filed claims and those who have not. Our sample includes over 4000 employees working in a Fortune 100 company. We examine these perceptions through an organization wide employee attitude survey. Analyzing situation specific perceptions, we examine their relationship with overall fairness, satisfaction and intent to remain with the organization. Results suggest that a positive Open Door incident raises both distributive and procedural justice perceptions. In turn, fairness perceptions influence satisfaction levels. Finally, results indicate that satisfaction has a strong effect on the intent to remain with the organization. Implications are discussed for both complaint systems and employee opinion surveys.


Suggested Citation
Ruiz-Quintanilla, S. A. & Blancero, D. (1995). Open door policies: Measuring impact using attitude surveys (CAHRS Working Paper #95-26). Ithaca, NY: Cornell University, School of Industrial and Labor Relations, Center for Advanced Human Resource Studies.